Passengers First: Re-Thinking Irregular Operations

Irregular operations – including flight delays and cancellations – can have a significant impact on airline costs. Passenger journey disruptions also carry hidden impacts that can seriously damage an airline's image and reputation. Major carriers have spent millions on sophisticated systems to automate their responses to delays and cancellations, but what else can be done? This white paper, commissioned by Amadeus, examines the impact that irregular operations have on both passengers and airlines, and provides concrete recommendations for airlines to improve their processes and better manage customer expectations.