Introduction by Al Tredinnick
Setting the scene is passenger experience expert and 15below's Head of Commercial.
It’s been an incredibly challenging time for travel. Despite demand increasing rapidly, route cuts and cancellations, ongoing travel restrictions, staff shortages and bad weather have all made irregular operations (IROPS) seem anything but irregular.
In order to successfully build loyalty with customers at every single touchpoint of their journey, airlines should no longer consider disruption an occasional challenge, but rather an everyday occurrence.
Who is this guide for?
To help you manage IROPS as effectively as possible, we’ve designed this guide to benefit anyone working within Commercial, Operations, Marketing, Innovation, Customer Experience and Customer Service teams with aspirations to take the stress out of disruption while building their airline's brand and customer loyalty.
What will you learn?
In this guide, we’ll give you a step-by-step guide to help you manage and communicate with your customers during irregular operations. You’ll see how airlines like JetBlue and Ryanair manage IROPS as business as usual, by keeping customers at the heart of everything they do.
Helping you take action
We have spent more than 20 years helping 50+ of the world's best-known travel brands to see immediate gains in passenger communications and brand perception. This eGuide will give you actionable insights and the tools to help you offer your customers an experience to remember for all the right reasons, even when things don’t go to plan – and keep them coming back to you.
All the best, Al Tredinnick 15below Head of Commercial