Communication is key
Best in-class airlines are turning to personalisation and automation to deliver the tailored and relevant communications modern travellers now expect during disruption.
Passenger notifications from booking to arrival
This workflow is an example of how you can keep your passengers informed and empowered with personalised self-service options at every stage of their journey.
Being transparent during acts of disruption is vital, even if you don't have as much information as you'd like.
If you don't have all the information, tell your passengers that, and when you will come back to them with an update. Being open, and keeping your promises in these situations is vital to earning your customers' trust.
Empower passengers with self-serve
Passengers want to feel in control of their itinerary – and any of the world’s 6.6 billion smartphone users will be accustomed to having whatever they need at their fingertips. This means providing them with choices when disruption hits. Leading travel brands are communicating with their customers to offer solutions via mobile technology, particularly when disruption hits. This includes:
• Updating their journey plans.
• Refreshment vouchers.
• Claiming compensation.
• Booking accommodation.
But don’t give them too much choice…
Having to make too many decisions simply overwhelms the customer, and operational teams should consider this when re-accommodating passengers during acts of disruption. We think we want choice. We feel that choice is a luxury and that it gives us control, but research has proven that being faced with fewer options actually enables us to make better decisions and makes us feel good about the choices we’ve made.
If the experience is kept simple, most people want to self-serve. In fact, over 60% want to do simple things via a website or an app, and only want to call for more complex issues. Find out more about how to prevent choice paralysis in our blog.
