Every year around the world, millions of airline passengers are impacted by delays and cancellations. These delays cost airlines something on the order of $60 billion in operational losses, negative media, and lost revenue. For airlines, there’s one critical insight: poorly managed disruptions are the top reason passengers choose not to return.
Recognizing this challenge, an Icelandic company called Plan3 has launched a new monthly research report that analyses the disruption data of the top 290 airlines and the impact on passenger experience.
The report has found that, on average, passengers on less than 8 per cent of an airline’s flights produce almost all of the negative media that leads to passenger churn.
“The unexpected nature of disruptions has resulted in airlines being more reactive in how they recover passengers, which can be very costly,” says Matthew Walker, head of research and marketing for Plan3. “The aim of the Airline ImPax Report is to help airlines focus their recovery operations by better understanding their ImPax Percentage in the context of competitor airlines, passenger estimates, region, tier, and class.”
You can see a recent Airline ImPax Report here.
Plan3 is not new to the field. The company is the leading technology for passenger disruption management that allows airlines to personalize and automate solutions for passengers at scale, when disruptions occur. Plan3 currently works with airlines in North America, EMEA, APAC and LATAM. ◊
Linda L. Richards is the editor of Smartypants Technology Report and the author of several books.
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