Dreaded words, but this happens almost every now and then in the air travel world! Cancellations due to unforeseen circumstances, mechanical issues, last minute flight delays are chaotic situations, popularly known as airline irregular operations (IROPS).
Under such stressful circumstances, it becomes impertinent for airlines as well as airport authorities to provide effective customer service, answering queries and keeping the communication channels going. Modern day technology solutions have increased the use of social media platform for effective services and communication during airline irregular operations.
The impacts
A good percentage of passengers facing a flight delay or a disruption situation are more impacted by the lack of communication from the airline brand or the airport authorities rather than the actual situation itself. The frustration of ineffective communication, conflicting information regarding the cause of airline’s irregular operations and non-receipt of updates on the same is the biggest impact seen on the customers. Additionally, there is often a lack of apt initiative on the part of airlines to compensate for the disruption caused to the customers.
The inability to resolve such situations has been seen to seriously impact the overall loyalty of the customers. While negative experiences are sometimes unavoidable, and most customers are willing to forget the same, it is hard for them to let go of a poor problem resolution plan. Quick and smooth problem resolution can create high levels of customer satisfaction, even in events like airline irregular operations.
Requirements under IROPS services
Partnering with a reputed agency to device an IROP plan helps manage customer service during crisis situations which can turn into a disaster for the brand image.
Some of the integral components of services under airline irregular operations management include working and communicating through real-time platforms like Facebook, Twitter, etc. Management of scheduled and unscheduled disruptions 24/7 is equally important. The same can be achieved through effective passenger management and process management.
While passenger management involves resolving issues like re-accommodation, managing schedule changes, providing updated notifications through SMS, Emails and social media, working on claims, etc. Similarly, process management involves working on mishandled baggage, issuing refunds, seat management, visa assistance, re-validations, etc.
Effective IROPS management has been proven to significantly increase revenue for major air carriers thereby retaining the loyalty of customers.
