Executive summary
Disruption to flight schedules costs the aviation industry over $60 billion each year.
Source: Digital Travel APAC
There isn't an airline in the world that hasn't been affected by disruption – but how each brand responds is the critical factor in determining its reputation and loyalty with customers. This white paper puts a spotlight on the vital issue of dealing with travel disruption, an insight into the solutions and techniques being used by leading airlines, and a look ahead to the technology, channels and systems that will define the future. It includes:
- The key challenges facing airlines in the coming years.
- What passengers expect during travel disruption and how technology can help meet their expectations.
- The channels airlines should be focusing on to deliver an exceptional customer experience that drives satisfaction and loyalty.
Automated communications are already being used by best-in-class airlines to go further than ever before in informing, advising and empowering passengers affected by disruption.
As a hi-tech response to such scenarios becomes commonplace, it is the airlines that are extracting maximum value from existing solutions while also innovating and adopting new technologies to offer a great service even in the most difficult circumstances that are thriving.
