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AIRLINE DISRUPTION MANAGEMENT

In the market for an airline disruption management system?
Your ticket to all-round customer satisfaction starts here. Voyager Aid’s
airline disruption management system is built to handle heavy volumes of
customer support requests across all channels effortlessly in the event of
irregular flight operations.


We’ve simplified airline disruption management for your company

Book your demo now

> “If you want to be a Millionaire, start with a billion dollars, and launch a
> new airline.”
> 
> – Richard Branson, Business Magnate

This quote, which is attributed to business magnate Richard Branson, perfectly
encapsulates how volatile the airline industry is. There is simply no telling
when an airlines’ operations will be disrupted due to unforeseen reasons.
Given how much money this costs the aviation industry annually ($60 billion) and
how much ire it draws from customers, airline disruption management is a topic
worth exploring in detail.

What is Airline Disruption?


Airline disruption is when a scheduled flight is either delayed for two or more
hours or canceled within 48 hours of its departure time. Every year, millions of
passengers (140 million) suffer because of irregular operations (IROPs) of
airlines.
When flights get canceled, consumers, on average, must shell out $250 per person
to rebook their flights. Besides, for every journey, an airline must fork out
$4,000 on average when there is flight disruption. Apart from this, there are
also other costs to consider, such as passenger accommodation that heighten the
loss incurred by the airline.
Owing to the ability of disruptions to drive up airline operation costs through
the roof, their effective management has become mission-critical for flight
operations over the world. Also, given how unpredictable they are, the aviation
industry is yet to reach a point where they can quickly mitigate the effects of
a disrupted flight.

The most common causes of airline disruption

Disruptions are quite common in the airline industry and are caused by a host of
reasons, namely:
Coffee Machine Repair
Something like this may seem made up, but as the New York Times reported, it is
very much a possibility. Coffee machines on the flight, if not maintained
properly, could be a safety hazard. Therefore, care is taken to service it
properly before the flight takes off.
Air Traffic Control (ATC) restrictions
Only around half a billion passengers took to the skies in the ‘80s. But
nowadays, the number exceeds three billion annual passengers. Due to this
incredible increase in the air traffic, which also happens to be concentrated in
a handful of global hubs, there is always the possibility that a few flights
will be delayed.

A key reason for flights being delayed is the regulations that the ATC has for
long flights. Flights sometimes must change the route at the last minute due to
weather and jet streams, which is further complicated because the airline’s
focus is to increase fuel and cost-efficiency.

Further, in places with shoddy radar coverage, flights take longer to take off
and land safely, which causes a ripple effect; when one flight is delayed,
everything else in the route is affected.
Mechanical issues with the airplane
Technical maintenance delaying takeoff is quite common, as airplanes are
subjected to strict evaluations, failing which they will be grounded. Issues
that often lead to disruption are fuel contamination, problems with the engine
fan blades, parking issues, contamination of the air conditioning system or the
drainage system, etc.
Aircraft Preparation
Work on the aircraft to prepare it for the next flight starts the moment it
lands, which may sometimes cause disruptions in the schedule. While rate, it is
certainly possible for a flight to be delayed for something like refueling,
cleaning, etc.
Miscellaneous reasons
Complaints about airline service, complaints about discrimination, missing
luggage, etc. are also issues that lead to airline disruptions more often than
you think. Besides, customers might also be made to wait due to missing crew
members or missing connecting passengers.
Runway Obstructions
This may be one of the rarest reasons for a flight being canceled or delayed. An
example of this is the turtles obstructing the runway at the JFK airport in New
York. The turtles were drawn to the sand surrounding the runway, which was ideal
for them to lay eggs.
Maximum Takeoff Weight (MTOW) Violations
Before takeoff, airplanes are checked for one crucial thing—whether it complies
with the regulations relating to the maximum weight allowed on it.
Protests/Strikes
Since the industry relies heavily on professionals with specialized skills, they
are largely at the mercy of their employees, such as pilots. When these
employees go on strike, like the 2-day-long one organized in September 2019 by
British Airways’ pilots, the business can come to a standstill, enraging legions
of customers.
Bad Weather
Institutions, such as the FAA or Federal Aviation Authority in the US, are
tasked with determining the optimal conditions for a flight to be operated. If
these conditions are not met, there may be disruptions. Surprisingly, the
weather is not a common reason for flight delays around the world. For the
weather to be a factor, it needs to be something severe, such as a blizzard,
tornado, or hurricane.
Bird Hits
An aircraft’s collision with an airborne creature, usually a bird, often leads
to delays in flights. Called bird strikes, this phenomenon occurs 13,000 times
every year in the US alone. The primary reason for bird strikes causing delays
is that there are regulations requiring airline companies to perform certain
procedures once their aircraft have been struck by a bird.
Coffee Machine Repair
Something like this may seem made up, but as the New York Times reported, it is
very much a possibility. Coffee machines on the flight, if not maintained
properly, could be a safety hazard. Therefore, care is taken to service it
properly before the flight takes off.
Air Traffic Control (ATC) restrictions
Only around half a billion passengers took to the skies in the ‘80s. But
nowadays, the number exceeds three billion annual passengers. Due to this
incredible increase in the air traffic, which also happens to be concentrated in
a handful of global hubs, there is always the possibility that a few flights
will be delayed.

A key reason for flights being delayed is the regulations that the ATC has for
long flights. Flights sometimes must change the route at the last minute due to
weather and jet streams, which is further complicated because the airline’s
focus is to increase fuel and cost-efficiency.

Further, in places with shoddy radar coverage, flights take longer to take off
and land safely, which causes a ripple effect; when one flight is delayed,
everything else in the route is affected.

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Try the best airline disruption management software

Book your demo now

Airline disruption’s impact on the aviation industry

Due to the competitive nature of the airline sector, airlines must constantly
reimagine the customer experience that they are serving up.
A large part of a great customer support experience is the effectiveness with
which the companies are managing the disruptions.
Lacking a coherent strategy to deal with disruptions, which are quite common in
the industry, can lead airlines to face the following issues.
Bad Press On Social Media
Social media has become the most preferred location for frustrated customers to
vent their unhappiness about various airlines that either had overbooked or
canceled flights. A case in point is the fact that United Airlines received a
ton of bad publicity due to their attitude towards the passengers of an
overbooked flight. Notably, they were the most-talked-about airline between June
11- July 9, 2017, proving how essential proper airline disruption management is.
Inability to deal with the rapidly expanding customer base
It is said that by 2035, the number of people who take an airline for their
travel needs will double. This is a steep increase from the roughly 3.7 billion
passengers who use the mode of transport. Also, it is said that the Asia-Pacific
region will give rise to half the passengers who use airlines in the next twenty
years. Presently, twenty percent of flights are delayed, and the effects of
disruption are already adverse. When the number of flight user’s increases,
there are bound to be even bigger consequences for disruption.
Mega revenue loss
According to a study by T2RL, disruptions cost the travel industry roughly $35
billion every year. Apart from the ‘hard cost,’ which is paid to the customers
for flight cancellations, airlines also must bear a ‘soft cost’ that is the
amount the airline will lose in the future owing to a lessening in customer
loyalty and trust. Further, there is also the issue of the support staff
becoming unproductive in the absence of efficient airline disruption management
software.
Bad Press On Social Media
Social media has become the most preferred location for frustrated customers to
vent their unhappiness about various airlines that either had overbooked or
canceled flights. A case in point is the fact that United Airlines received a
ton of bad publicity due to their attitude towards the passengers of an
overbooked flight. Notably, they were the most-talked-about airline between June
11- July 9, 2017, proving how essential proper airline disruption management is.
Inability to deal with the rapidly expanding customer base
It is said that by 2035, the number of people who take an airline for their
travel needs will double. This is a steep increase from the roughly 3.7 billion
passengers who use the mode of transport. Also, it is said that the Asia-Pacific
region will give rise to half the passengers who use airlines in the next twenty
years. Presently, twenty percent of flights are delayed, and the effects of
disruption are already adverse. When the number of flight user’s increases,
there are bound to be even bigger consequences for disruption.

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Being passenger-centric during an airline disruption

Although there are a lot of complications that an airline must deal with during
a flight disruption, it would serve them well to prioritize their customers for
the reasons mentioned above.
Most customers expect prompt updates about delays or cancellations and failing
to do this will lead them to leave bad reviews all through the internet.
To provide passenger-centric service, airlines need to implement multi-channel
customer support that is provided by a multi-lingual team that specializes in
airline disruption management.


What is airline disruption management?

Airline disruption management involves providing customers with real-time
updates on cancellations and delays in their flight schedule and enabling them
to rebook or get a refund on their tickets during flight disruptions either on
their own or by interacting with a customer support representative or chatbot.
From the previous section, it must be clear that handling disruptions without
much escalation from the customers is a crucial aspect of ensuring an airline’s
sustained success. Here are a few means employed by airlines to ensure that
customers can access quick support or even help themselves if they choose to.

We’ve simplified airline disruption management for your company

Book your demo now

Airline Disruption Management Software Par Excellence for Airlines’
Stress-reducing communication with customers

Provide your customers with a hassle-free rescheduling, rebooking, or
cancellation experience by leveraging the power of our advanced AI chat-bots and
self-service portal.
When it comes to dealing with airline disruptions, Voyager Aid brings you
enhanced agent productivity, self-service, and customer satisfaction.
When there is any disruption in the airline schedule, your clients will be
instantly notified via personalized email and text.
From there, your clients have the option of rebooking, rescheduling, or availing
a refund to the payment method of choice—all in a seamless manner.

Means of providing stress-free customer support during disruptions

SMS Notifications
Another way to empower customers through real-time and personalized
notifications is through SMS. Real-time alerts can be sent to customers about
severe delays, which will stop the customers from arriving at the airport too
early.

Due to the versatility of this channel of communication, airlines can directly
interact with customers, track down individual passengers, and thereby minimize
the effects of airline disruption. Moreover, it can be used to alert passengers
if they are late, provide them with details on how to reach the gate, how to use
the self-check-in systems and alert customers of modifications to any relevant
flight information.

This is also a great way for airlines to save on time and money by avoiding the
large influx of calls into customer care as the result of a disrupted flight.
Chatbots
In the travel industry, chatbots are already the rage. Travel firms have already
started answering customer queries via Facebook Messenger and other social media
platforms where chatbots are enabling them to respond promptly to the customer
after automatically going through their details.

The rise of chatbots has enabled companies to free up their customer support
staff and use them only for customer requests that are beyond what the chatbot
can handle. Amazingly, the chatbots of today can make reservations and answer
frequently asked questions.

Airline companies have a great opportunity to employ these intelligent chatbots
for offering customer support via online messaging apps. This is because
customers will overwhelmingly prefer to use an interface that they are familiar
with when it comes to customer support rather than download a new app.

For airline disruption management, chatbots can be of immense use in responding
to customer messages rapidly, informing them of delays and cancellations, and
updating them of alternative flights. In addition to getting communication from
the company, the customer can use the chatbot to book/rebook tickets, seek a
refund, find a place to stay, etc.
Social Media
Even in this digital age, many airlines use social media only for promotion.
They spam customers incessantly with news of discounts and new destinations that
they cover. However, what they are missing is the potency that social media has
for effective disruption management for airlines. With the right strategy,
companies can leverage social media to inform customers about irregular
operations (IROPs) promptly. Also, the airlines can respond to feedback given by
customers.

A few things to bear in mind while dealing with clients on social media are:


 * Speak with clarity.
 * Speak with empathy.
 * Speak with honesty.

When this is done, the customers feel like they are in control of the situation
and that you are doing everything in your power to address their plight.
Already, large players in the airline space, such as Southwest Airlines and
Qatar Airways have a dedicated team to address their customers’ concerns on
social media.
SMS Notifications
Another way to empower customers through real-time and personalized
notifications is through SMS. Real-time alerts can be sent to customers about
severe delays, which will stop the customers from arriving at the airport too
early.

Due to the versatility of this channel of communication, airlines can directly
interact with customers, track down individual passengers, and thereby minimize
the effects of airline disruption. Moreover, it can be used to alert passengers
if they are late, provide them with details on how to reach the gate, how to use
the self-check-in systems and alert customers of modifications to any relevant
flight information.

This is also a great way for airlines to save on time and money by avoiding the
large influx of calls into customer care as the result of a disrupted flight.
Chatbots
In the travel industry, chatbots are already the rage. Travel firms have already
started answering customer queries via Facebook Messenger and other social media
platforms where chatbots are enabling them to respond promptly to the customer
after automatically going through their details.

The rise of chatbots has enabled companies to free up their customer support
staff and use them only for customer requests that are beyond what the chatbot
can handle. Amazingly, the chatbots of today can make reservations and answer
frequently asked questions.

Airline companies have a great opportunity to employ these intelligent chatbots
for offering customer support via online messaging apps. This is because
customers will overwhelmingly prefer to use an interface that they are familiar
with when it comes to customer support rather than download a new app.

For airline disruption management, chatbots can be of immense use in responding
to customer messages rapidly, informing them of delays and cancellations, and
updating them of alternative flights. In addition to getting communication from
the company, the customer can use the chatbot to book/rebook tickets, seek a
refund, find a place to stay, etc.

Previous
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Try the best airline disruption management software

Book your demo now

Essential Features of Voyager Aid for Airline Disruption Management

Do not lose out on customers, revenue, and operation efficiency because of
delays in notifying customers of airline disruption. Keep your customers
informed of flight cancellations and delays and cater to all their airline
disruption-based needs with these amazing features:

AI-powered chatbot for effortless Airline Disruption Management

Our airline disruption management solution is equipped with powerful AI that
instantly caters to your customers’ needs based on the query.
Notably, your customers can have their complaints, feedback, and queries
attended to using an agent or a robot no matter what channels they are using to
reach you.
Due to the software’s ability to send messages that are tailored to the mood of
the customer and the exact grievance, your team is assured to be
hyper-productive.
With the intelligent system that can automatically send messages and create
tickets, you will never miss an email or message from your customer.
Save substantial amounts of money on manpower and soft costs resulting from the
lack of trust that will come because of bad customer service.


Easy to use integrated booking engine

Due to the solution’s integration with the reservation system, your customers
have the luxury of rebooking or getting a refund on their tickets on the same
platform.
It does not matter where the request came from; whether it is email, Chat, phone
calls, websites, or social media accounts, Voyager Aid can bring it all under
one platform for your team to deal with.

Unparalleled user management and smart ticketing system

Seamless user management allows you to create and manage different users with
distinct privileges based on your need.
Given how efficiently our software sorts the complaints based on the type, you
can also provide exceptional support to your customers with a small team, saving
you a lot of money.
Owing to the smart ticketing system, you can further avoid the embarrassment of
having two different agents answering the same ticket—the system detects and
warns you if two agents are occupied with the same request.


Unparalleled user management and smart ticketing system

With Voyager Aid, you can store, manage, and disseminate vital information
within seconds to your customer, clarifying their pressing queries.
Make your agents’ life easy and serve customers with quick and automated
responses.
Using the knowledge base that includes how-to guides, use cases, travel
advisory, etc., you can instantly give your customers what they are looking for
when it comes to commonly asked questions. You can further personalize these
canned responses with the customers’ names and ticket status.

Advanced reporting features to gauge customer satisfaction and support team
performance

To bolster your airline disruption management efforts over time, Voyager Aid
provides you with customizable reports and a live interactive dashboard of your
agents’ performance, and details of how satisfied the customer was with the
interaction.
Cost-effectively, you can also track the status of customer requests at any
stage.
Moreover, you can accurately track the SLAs set by various customers and even
put your customer support data to good use for creating the optimal experience
for your customer.


Benefits of streamlined airline disruption management for airlines and customers

 * Both the crew and the passengers are more satisfied.
 * With the right disruption management solution, airlines can leverage
   real-time flight data and crew schedule data to map out the effects of the
   disruption.
 * Seamless scalability based on the requirement is another highlight.
 * Further, airlines have the option of providing the support that their
   customers require, i.e. it is flexible.
 * There are also huge cost savings that occur as a result of effective airline
   disruption management according to IATA Research.
 * Also, the airline can make better decisions that are crew and
   passenger-friendly.

Try the best airline disruption management software

Book your demo now

Airline disruption management and its relation to customer experience

According to a whitepaper by Forbes Insights and Sabre, leveraging newer, more
potent technology for customer experience and operational performance is at the
top of the list of priorities for airline executives around the world. As more
and more tech-savvy companies enter the fray, airline companies will be
increasingly drawn to boosting customer loyalty.
Discover the best-in-class airline disruption management solution specially
designed to delight your customers.
An innovative Customer Support CRM solution for Airlines and travel companies.
Our help desk software manage customer complaints, feedback, and queries to
improve your customer service experience.
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