Passenger Crisis Management in Airline Operations

by | Aug 15, 2022 | 1 comment

We have all experienced flight delays and cancellations at some point in our lives. As a result, it is critical to discuss passengers’ relationships with airlines because they have evolved over time. The era of customer service agents sitting in comfortable offices broadcasting flight delays and cancellations to passengers has lost its significant capacity to provide value for the money passengers paid has passed. The technologically advanced passenger of today prefers to control their own flight experience. The airline industry must constantly innovate and provide an engaging customer experience while managing cost efficiencies and optimizing operations, from reservations to mobile check-ins and boarding, social media bookings to personalized products.

Any airline’s long-term stability and growth goals benefit greatly from excellent customer service. Passengers are happier when the airline provides excellent service, which helps the company flourish. In today’s digital age, it is critical for businesses to provide a personalized experience at every touchpoint of the passenger’s lifecycle in order to develop strong relationships and customer loyalty that can turn loyal passengers into airline fans.

Human centered passenger experience services play a significant role in delivering superior passenger experiences.

As a result, I strongly advocate for a proactive pre-departure communication management system as a cure for resolving the airline passenger dilemma. This article is an excerpt from a book titled “Airlines and Passenger Crisis: Unmasking the Mystery” and is scheduled to be released ending of this year 2022, your inputs are highly recommended. Let us build a knowledge-driven aviation sector together, please help me fill out the form above. Thank you in anticipation.

About the Author

Shadrach Swante Kambai

Flight Operations Consultant, Aviation Data Analyst, Business Developer (

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1 Comment

  1. Aye

    Yes I agree with you that a crisis free flight operations is not achievable


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