How can you help a customer who missed their flight due to a delay or cancellation?

Implementing robust systems to notify customers of delays or cancellations as early as possible, potentially preventing missed flights, if possible via several channels: email, WhatsApp, and text, at no additional cost.

Since I am now retired, I will tell them to start walking!!! 🤣😭 Why do travelers think that all will go well. You have to expect the unexpected.

Having a mature Irregular Operations (IROPs) Management framework and trained front-line workforce can really help. Leveraging digital technologies to automate business processes, enable pro-active communication and clear touch-points can help too

Empathise with them , find out the reason for their delay , then find out if you can get them on the next available flight out of course after checking penalties and charges . After you have found the next available flight and sorted all the penalties then emphasise the importance of checking in early and set up measures to ensure they get notified of the check in times in advance via text message, email or phone call and if possible have them check in online .

When customers miss their flights due to delays or cancellations, airlines can provide comprehensive assistance by immediately offering rebooking options or alternative travel arrangements at the airport. Clear and empathetic communication is essential, outlining available solutions and any compensation or support options. Ensuring priority service for affected customers guarantees swift accommodation on the next available flights. Additionally, offering compensation or amenities, such as meal vouchers, accommodation, or rebooking without extra charges, Following up with customers post-travel to gather feedback and address any remaining concerns is crucial, ensuring a positive customer experience despite the disruption.

A trained & empowered staff, empathetic to the customer needs can transform what could be a stressful and traumatic experience for the passengers. This is where the differentiation between some of the best airlines in the world and the rest can be seen. a bad experienced such as a disrupted or missed flight is an opportunity to showcase the brand and it's values and it's commitment to it's customers. Handled correctly, the experience can convert a disgruntled passenger to a loyal customer and a promoter

For someone who flies with us regularly and is part of our loyalty program experiences a hiccup like a missed flight, we want to make sure they know we value their choice to fly with us. So, what we do is offer them some extra loyalty points, kind of like a "sorry for the hassle" bonus. And sometimes, we might even bump up their loyalty status for a while. This means they could get some neat perks like quicker check-ins, access to the lounge, or priority boarding on their next trip. We believe it's a little way to show appreciation and say, "We’ve got your back," when things don't go as planned.

Offering services in multiple languages to cater to the diverse customer base that airlines typically serve. Being able to communicate in their language when they need help or information would make them feel valued and at ease during their journey. A huge plus point.