The travel industry has witnessed disruptions of all magnitudes,
right from small-scale irregular operations to a complete shut-down.
Over the last 12 months alone, literally every US major airline has had
its share of problems with large-scale disruptions. This reinforces my
belief that countless millions of dollars invested over the years in
advancing redundant systems have not been entirelysuccessful in
preventing outages. Indeed, when it comes to preserving customer
confidence, no degree of business resumption can be quick enough.
In an era where the customer is spoilt for choice and negative publicity travels fast and far - thanks to Social Media! - the onus is squarely on airlines to ensure every step of the recovery process, be it identification of alternate options, completing the fulfillment or customer communication, is executed flawlessly and with a high degree of consistency.
Any kind of flight disruption has a four-fold impact resulting in operational, financial, reputational and psychological repercussions. However, post a disruption, as airlines take stock of the extent of damage in terms of financial losses and negative attention, often ignored are the larger issues of operational agility and passenger experience. In a crisis situation, it is the ability of an airline to effectively run operations - managing disrupted itineraries, arranging alternative flights and reserving accommodation - that should take center stage. And passenger experience has to be at the forefront of any crisis response since passengers bear the brunt of a flight disruption.
So as flight disruptions increase, what does an airline do differently to get back to 'business as usual' and prioritize passenger needs? As highlighted by a recent article in TIME, there is an imminent need for airlines to bring in intelligence and automation in the way they operate, and interact with customers. At a premium are solutions that limit manual intervention and manage flight disruptions smartly and seamlessly - right from informing passenger about disruption to re-booking to processing refunds and reserving hotels. Further, there are often multiple ways to re-protect affected passengers, however, the possibility to look for optimal recovery solution in the midst of a disruption requires a greater degree of automation.
For all the undesirable outcomes they bring along, flight disruptions cannot be totally averted. However, with the right technology at their disposal, airlines can surely avoid the domino effect of an operations breakdown and their passengers suffering as a result. Remember, while the impact of flight disruptions is often gauged in terms of immediate financial losses, the loss from passengers who do not come back to the airline can be manifold. http://www.wns.com/insights/blogs/blogdetail/362/does-a-flight-disruption-need-to-result-in-a-poor-passenger-experience
In an era where the customer is spoilt for choice and negative publicity travels fast and far - thanks to Social Media! - the onus is squarely on airlines to ensure every step of the recovery process, be it identification of alternate options, completing the fulfillment or customer communication, is executed flawlessly and with a high degree of consistency.
Any kind of flight disruption has a four-fold impact resulting in operational, financial, reputational and psychological repercussions. However, post a disruption, as airlines take stock of the extent of damage in terms of financial losses and negative attention, often ignored are the larger issues of operational agility and passenger experience. In a crisis situation, it is the ability of an airline to effectively run operations - managing disrupted itineraries, arranging alternative flights and reserving accommodation - that should take center stage. And passenger experience has to be at the forefront of any crisis response since passengers bear the brunt of a flight disruption.
So as flight disruptions increase, what does an airline do differently to get back to 'business as usual' and prioritize passenger needs? As highlighted by a recent article in TIME, there is an imminent need for airlines to bring in intelligence and automation in the way they operate, and interact with customers. At a premium are solutions that limit manual intervention and manage flight disruptions smartly and seamlessly - right from informing passenger about disruption to re-booking to processing refunds and reserving hotels. Further, there are often multiple ways to re-protect affected passengers, however, the possibility to look for optimal recovery solution in the midst of a disruption requires a greater degree of automation.
For all the undesirable outcomes they bring along, flight disruptions cannot be totally averted. However, with the right technology at their disposal, airlines can surely avoid the domino effect of an operations breakdown and their passengers suffering as a result. Remember, while the impact of flight disruptions is often gauged in terms of immediate financial losses, the loss from passengers who do not come back to the airline can be manifold. http://www.wns.com/insights/blogs/blogdetail/362/does-a-flight-disruption-need-to-result-in-a-poor-passenger-experience
Upgrade to a best-in-class technology to successfully deal with
the menace of flight disruption, ensuring passenger convenience and
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