Travelers judge airlines by their worst day, not their best one. A large-scale disruption tests more than operations: it tests trust. When communication breaks down, rebooking feels chaotic, or empathy disappears, the brand damage can last far longer than the disruption itself. This session by Simply Contact focuses on how airlines can prepare for that reality and respond with confidence when it matters most.
Three perspectives
- Jerry Angrave brings a strategic CX lens shaped by work across regulated, high-emotion industries. He explores how passenger expectations change under pressure and what airlines must design for before disruption hits.
- Tamara Maleta leads complex airline support operations and managed the award-winning Wizz Air customer support project. She shares practical lessons from the frontline: what works during mass disruptions, what fails, and why execution discipline matters.
- Al Tredinnick brings in technology perspective that connects strategy and operations, showing how automation, tooling, and data support human judgment instead of replacing it during peak stress moments.
What we discuss
Mass disruption management is not about reacting faster. It’s about being ready. Learn how airlines can move from ad-hoc firefighting to resilient disruption planning, scale empathy without losing control, and turn recovery moments into long-term loyalty drivers.
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