Airline disruption is increasingly under scrutiny as weather events and technical glitches leave passengers stranded.
How carriers deal with that disruption has been magnified in the age of social media, bringing additional challenges.
During the World Aviation Festival 2019 in London, PhocusWire spoke with Al Tredinnick, head of business development at 15below, on the changes in and challenges of passenger communications.
He spoke of the unpredictable cost of disruptions as well as the opportunity for airlines to build loyalty through how they manage the upheavals.
Tredinnick also discussed the challenge for airlines of trying to stay on top of new channels, such as WhatsApp, and the costs involved.
The need for airlines and distribution partners to be more open in sharing data was a further topic, with contact details often not passed on for about half of passengers.
Finally, Tredinnick touched on the importance of retailing in terms of vital revenue for airlines.
PhocusWire @ WAF 2019 - 15below on taking traveler communications to the next level
World Aviation Festival 2019
We interviewed execs from across the aviation landscape including airlines, manufacturers and tech vendors.