Managing Mass Disruptions in Airline Support
On-demand webinar: How to manage airline customer support during mass disruptions
Travellers 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.
Session summary
Al Tredinnick of 15below, which works with 72 airlines carrying over a billion passengers a year, said airlines can now automate around 85% of schedule changes and rebooking without a passenger ever needing to call. The remaining 15%, such as vulnerable travellers, VIPs, or passengers with a missed connection, are the ones who need a human agent, and keeping them out of the same queue as everyone else is what determines whether disruption support holds up under pressure. His research found that poorly communicated disruptions cost airlines roughly 17% of affected customers outright, and each of those lost customers goes on to influence four or five more people against booking again. Simply Contact’s Tamara Maleta flagged the 24 hours before departure as the highest-priority window for any airline’s contact centre, since cancellations inside that window leave the least time to manage passenger queues before people are already at the airport.
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
CX Advisor, Member of the British Aviation Group, Ex-Lloyds Banking Group
Empathyce
A CCXP who has worked with airlines and airports across Europe and the Middle East for over a decade. Founder of CX consultancy Empathyce, which he set up in 2012 after senior CX and marketing roles at Lloyds Banking Group.
Head of Commercial
15below
Head of Commercial at 15below, the Brighton software company behind passenger communication systems for airlines and airports. Joined in 2014 and has worked with British Airways, Lufthansa, Etihad and Cathay Pacific on disruption communication.
Airline Customer Support Operations Expert
Simply Contact
Aviation support specialist with over 17 years in the industry, including 13 at Ukraine International Airlines leading Reservations & Ticketing. Later ran Simply Contact’s Wizz Air account.
