Managing Mass Disruptions in Airline Support
On-demand webinar: How to manage airline customer support during mass disruptions
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.
Key points discussed
- Why disruption-ready support means planning ahead, not reacting faster
- How passenger expectations shift once disruption actually hits
- Scaling empathy without losing operational control
- Where automation and data support human judgment under peak stress
- Turning recovery moments into long-term loyalty
Speakers
Jerry Angrave
CX Advisor, CCXP
Empathyce
Explores how passenger expectations shift under pressure and what airlines need to design for before disruption hits, not during it.
Al Tredinnick
Head of Commercial
15below
Connects strategy and operations, showing how automation, tooling, and data support human judgment rather than replace it during peak stress moments.
Tamara Maleta
Airline Support Project Leader
Simply Contact
Shares frontline lessons from managing the award-winning Wizz Air support project.
