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Passengers First Re-Thinking Irregular Operations Whitepaper

Passengers First Re-Thinking Irregular Operations Whitepaper

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Published by TravelDailyNews
Passengers First Re-Thinking Irregular Operations Whitepaper
Passengers First Re-Thinking Irregular Operations Whitepaper

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Published by: TravelDailyNews on Feb 13, 2014
Copyright:Attribution Non-commercial

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02/13/2014

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Re-thinking irregular operations
Passengers frst
 
Passengers frst: Re-thinking irregular operations
 
1
Contents
Executive Summary 3The True Impact of Irregular Operations 3
> Passengers Dene Journey Disruptions 3> Hidden Revenue Impact 3> Government Actions 3> Cross-Carrier Re-Accommodation 3> Regional Differences
 
3
Strategies for Airlines 4
> A Standard Service Approach to Irregular Operations Management 4> Robust Scheduling 4> Empowering the Passenger with Intelligent Re-Accommodation 4> Transparent Communication and Compensation 4> Managing the Social Media Impact of Journey Disruptions 4
Methodology 4The Real Cost of Irregular Operations 5
Dening Journey Disruptions A Passenger-Centric Approach 5The Scope of the Problem 6
> On-Time Performance (OTP) 6> Severe Journey Disruptions 6> Demand Capacity Management 7> Impact on Gross Domestic Product (GDP) 7
Traditional Methods to Measure the Cost of Delays and Cancellations 8
> Direct Costs 8> Indirect Costs 8
How Airlines Handle Irregular Operations Today 9Operational Trends 9Challenges 10
The Reality: Passengers’ Experiences and Attitudes in Regard to
Irregular Operations 11
The Reality of Passengers’ Needs 11
> Moderate Delays 11> Did the Passenger Full the Trip Purpose? 12> Frustration with Airline Delays/Disruptions 14> Rankings of Solutions to Airline Delays/Disruptions 16> Reactions to Flight Delays/Disruptions Across Countries 17> Zooming in on the Chinese Market 18
The Role of Social Media in Channeling Passenger Frustrations 18
> Airlines’ Social Media Strategy Today 18> Embracing Social Network Analysis 18
Towards a Customer-Centric Environment 20Analysing the True Revenue Impact of Irregular Operations 20Implementing a Standard Service Approach to Irregular Operations 20Provide Complete Transparency Delivered on a Personalised Level 21Robust Scheduling 21Passenger Compensation 21Changing Passenger Sentiment Through Social Media 22Seeking the Right Balance 22
Conclusion: Empowering Customers with
Intelligent Re-Accommodation and “One-Click” Solutions 23
Any views expressed in this paper are the author’s own and do not necessarily represent the opinion of Amadeus IT Group

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