4 ways to make your passengers forget their flight was delayed

August 18, 2014 | 2 minute read
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Learn how to make the best of a bad situation for B2C marketers and experts in CX.

Flight delays and cancellations happen to the best of airlines. Mechanical issues, bad weather conditions and even last minute staffing problems can unpredictably interrupt flight services. And travel-weary passengers are not always the most understanding or easiest to please—especially when they’re frustrated by delays.

Angry customers often take to social media in moments like these and hurt the reputation of an airline by posting negative reviews. However, there are a few ways that airlines can make these situations less stressful for customers and enhance their customer experience.

1. Make connectivity a priority

Passengers who get stuck at the airport gate without WiFi or access to electrical outlets to charge their mobile devices may get angry quick, especially if they need to contact the airline about their delay. According to research from PwC, “Mobile devices are flyers’ #1 travel companion. Travelers want to stay connected from the ground up—whether for work or entertainment.”

By making mobile connectivity a priority, airlines can ensure that passengers are able to use their mobile devices without interruption.

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2. Provide in-person interactions with airline staff

Rather than making customers call a customer service number just to get put on hold, provide opportunities for them to chat with a service representative in-person when their flight is delayed. According to PwC, two out of three U.S. customers prefer to talk to an agent in person to resolve issues that arise.

3. Keep passengers informed with timely updates

This may seem like a no-brainer, but a common passenger pet peeve is not knowing how long their flight will be delayed. Passengers want to know if they have time to grab an in-airport massage, visit the gym provided by some airports, or grab a bite to eat. Rather than making them wait around, let passengers know what airport amenities are available and how much time they have to kill.

See how to use Oracle Responsys to deliver timely messages to your customers.

4. Create a “Customer Bill of Rights”

JetBlue created a "Customer Bill of Rights" that clearly defines what the company promises their passengers. Information on flight cancellations, delays and even in-flight entertainment are available. The document promises that customers experiencing delays will have access to free drinks and, depending on the situation, some are even offered refunds.


Learn more about adapting to circumstances as they arise with the right martech enhancing your customer experience with:

Interested in the latest mobile marketing trends? Get tips on using SMS and push marketing and how to combine them with email. Watch our on-demand webinar.

Megan Van Vlack

Megan Van Vlack is a writer for the New School Marketing blog, where she covers best practices for digital marketers and trends in the marketing industry.


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