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Flight disruption management: Three steps to managing reputational risk

August 11, 2021

Why do we need flight disruption management? Due to the nature of the aviation industry, delays and disruption are common occurrences for airlines. 

Disruptions are often due to factors such as weather, industrial action or security alerts. Sometimes, they are caused by internal mechanical problems, operational problems or crew logistics. Whatever the cause, airline disruption is something Get-e can help you deal with.

The cost of flight delay

According to a 2016 study by Amadeus, disruptions in aviation cost airlines and their customers up to $60 billion per year or about 8% of worldwide airline revenue. This is before taking into account the impact Covid-19 has had on air travel over the past 18 months.

Not only is the monetary cost of flight delays huge, but the impact on an airline’s reputation can be even bigger. Often, if a solution is not promptly offered, customers lose confidence and choose other companies. A good reputation can be one of the company’s biggest assets, but as Warren Buffet once said: “it takes 20 years to build a reputation, and five minutes to ruin it”. 

Enabling effective flight disruption management

Given the complex nature of flight disruption, it is vital that airlines have a flight disruption solution in place. It minimises financial cost, preserves loyalty and prevents customer dissatisfaction.

Here are the three key steps to managing flight disruption:

1. Importance of planning

Disruption often occurs when it is least expected, so it is important to have a plan in place to establish the steps to be taken when it happens. With this in place, airlines can adapt to any problems. Preparation and efficiency is also key to mitigating the negative effects and losses delay cause. Appropriate planning allows airlines to take advantage of any opportunities that arise. 

 2. Managing customers’ expectations

Reputational damage can be reduced through being visible and engaged with customers. It is one of the most important factors of flight disruption management. As well as minimising the impact for customers, a disruption solution gives a positive impression of the airline.

3. Ability to adapt

Flexibility is a powerful tool for airlines responding to flight disruptions. Internal training, policies and procedures should be in place to deal with any change. It’s also important to remain adaptable. Each situation is unique, and plans and procedures in place should be flexible and dynamic. 

Using technology to minimise disruption

Get-e recognises the complexities of flight delays and disruptions. As a result, the team created the airline industry’s first intelligent disruption management solution. It revolutionises the way airlines resolve issues when an unexpected diversion or delay occurs. The easy to use platform allows airlines to quickly book alternative transport and accommodation for displaced passengers.

Get-e’s platform gives airlines full control and visibility over the disruption management process. The technology can also provide travellers with notifications through an airline’s app. This is designed to keep them updated with details of their onward journey.

Flight disruption management solution

Working with Get-e means airlines can plan for disruptions before they happen. Technology improves communication with customers and allows users to adapt quickly. Therefore, fulfilling the key steps in-flight disruption management. Disruption cannot be prevented completely. But by providing a solution when it occurs, effective disruption management has a positive impact on reputation.