Panel: How can airlines and airports ensure effective incident response and work to communicate with passengers during irregular operations?
Tuesday, October 8, 2024 2:30 PM to 3:15 PM · 45 min. (Europe/Amsterdam)
IROPS Summit - Track 11 - Hall 5
Panel Discussion
Disruption ManagementFlexibility
Information
- Exploring best practices for disruption management, including real-time rebooking, baggage handling, and recovery processes, to minimize the impact on passengers and maintain operational efficiency.
- Discussing strategies to maintain customer loyalty during disruptions, including the importance of addressing delay counts for frequent flyers and mitigating potential loss of loyalty.
- Examining the importance of providing both crew and passengers access to the right tools and information to ensure a hassle-free experience during irregular operations.
- Identifying effective strategies for utilizing multiple communication channels to communicate with individual passengers during irregular operations, including timely updates, personalised assistance, and proactive resolution efforts to mitigate the negative effects of disruptions.
Speakers
Susie Peterson
Founder and Chief Executive OfficerSP Aviation Consulting
Iuri Pavoeiro
Airport Operations ManagerTAP Air Portugal
George Ampat
Manager, ACS Service Recovery and Airport StrategyDelta Air Lines
Annette van Loenen
Strategic Advisor Operational ResilienceSchiphol Group
Phil Douglas
CEO2e Systems
Emanuele Vergelli
Analyst, Systems & ProceduresSpirit Airlines
