Airline Disruption Management: Focusing on the Needs of the Customer

Airline Disruption Management: Focusing on the Needs of the Customer The airlines industry can be impacted by various external factors which can lead to damage of property and brand image.

Disruption Management at Airports Natural disasters, labor strikes, air traffic congestion, delays and cancellations, mechanical issues and security threats can all lead to unforeseen disruptions and increase in expenses.

Airline Disruption management is therefore a set of measures that facilitates recovery of schedules and removal of the triggers or catalysts. With new technological advancements and effective IT infrastructure, air travel issues are resolved quickly and effectively.

Automation and Prioritization By following business and workflow patterns, one can automate the various elements such as PNR lists, target notifications or even selling. By doing this, the staff have more time to focus on important and more complex cases. In airline disruption management it is important to focus on prioritizing the flyer or cases you would like to handle based on urgency. Base the questions and communication flow on how you would like to deal with them. Always add a goodwill gesture to encourage brand loyalty.Timely shared information is key to effective communication during IROPS and the use of digital contact centers through Omni- channel can provide customers with 24/7 seamless communication.

Personalization and Flexibility Every traveler or customer these days is looking for service that is personalized and unique. Use technology to your advantage by ensuring it stores vital details of each passenger’s preferences and information. Simple details such as extra legroom or space for a ski bag will not only create a positive impression but also save the airlines from having to deal with unwanted calls and emails. The use of different channels to communicate information is essential these days. Apart from the regular voice call and SMS, many of the airlines are now using apps such as Facebook and Twitter. A lot of the airline disruption management experts strongly recommend this practice for international flights. It is important to remember that the customer is always the priority and to ensure his travel is hassle free. The airlines must proactively tackle issues that are potentially volatile with timely communication. Long standing frustrations, complaints that have escalated and unresolved conflict will take a longer time to solve and may even incur additional costs for the airline.

While technology cannot stop disruptions in operations from taking place, effective and efficient customer service can go a long way in building long term loyalty and revenue.