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What are effective ways to handle customers who experience flight disruptions due to weather?

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Weather is one of the most unpredictable and unavoidable factors that can affect flight operations and cause disruptions for customers. As an airline employee, you may have to deal with frustrated, anxious, or angry passengers who face delays, cancellations, or reroutings due to adverse weather conditions. How can you handle these situations effectively and maintain customer satisfaction and loyalty? Here are some tips to help you.

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Ahmad M. Mandili

Director of MRO Operations Systems | Vision 2030 | Executive Management | Operations Technology | Digital…

1 Communicate proactively

One of the most important things you can do is to keep your customers informed of any changes or updates regarding their flights. Use multiple channels, such as email, text, phone, app, website, or social media, to reach out to them as soon as possible and provide clear and accurate information. Explain the reason for the disruption, the options available, and the steps they need to take to rebook or refund their tickets. Apologize sincerely and empathize with their situation. If you don't have all the answers, let them know when and how you will get back to them.

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Ahmad M. Mandili

Director of MRO Operations Systems | Vision 2030 | Executive Management | Operations Technology | Digital Transformation | AMOS SME | Prosci? Certified Change Practitioner
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Proactive communication is key in handling customers facing flight disruptions due to weather. Providing timely updates via SMS, email, or app notifications helps manage expectations. Clear, concise information about delays, alternative arrangements, and potential rebooking options reassures passengers. Offering proactive solutions like flexible rebooking policies or amenities during extended delays demonstrates empathy and fosters customer loyalty. A well-communicated plan reduces frustration, builds trust, and enhances the overall customer experience in challenging situations.

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2 Offer flexibility and compensation

Another way to handle customers who experience flight disruptions due to weather is to offer them flexibility and compensation. Depending on the severity and duration of the disruption, you may be able to waive change or cancellation fees, provide vouchers or credits for future travel, or arrange alternative transportation or accommodation. Make sure you follow your airline's policies and procedures, but also try to be flexible and accommodating to meet your customers' needs and preferences. For example, you may be able to book them on a different airline, route, or date, or offer them a seat upgrade or a lounge access.

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Simon Kutibiwa

Director Flight Safety and Standards at Eswatini Civil Aviation Authority
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One thing that is critical when it comes to compensation is that a one size fits all may not be the best option. Pursue to clearly understand the reason for the flight and strive to 'redeem' matters. For example, grandparents on a visit to see grandchildren may accept at airline's cost video calls to the intended to be visited grandchildren on important events such as birthdays and a visit on a mutually agreed date at cost of the airline. Whilst a lawyer going to a lawyer's convention will value the attempt at airline's cost to 'redeem' matters by streaming live missed lawyers convention due to flight disruption. Then attendance of another lawyer's convention at the airline's expense.

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3 Provide assistance and support

A third way to handle customers who experience flight disruptions due to weather is to provide assistance and support. This means being available, accessible, and responsive to their questions, concerns, or complaints. You can use various tools, such as self-service kiosks, online chat, or call centers, to help them manage their bookings and resolve their issues. You can also provide them with useful resources, such as weather updates, travel advisories, or airport maps, to help them plan their travel. Additionally, you can show your care and concern by providing them with comfort items, such as snacks, drinks, blankets, or entertainment, to make their wait more pleasant.

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Simon Kutibiwa

Director Flight Safety and Standards at Eswatini Civil Aviation Authority
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One thing I have found useful in providing assistance to passengers that have had their flight disrupted is to facilitate for them to observe obligations in line with their faith. The quality of the facilitation effort made by the airline is bound to please the affected passengers.

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4 Solicit feedback and follow up

A fourth way to handle customers who experience flight disruptions due to weather is to solicit feedback and follow up. This means asking them for their opinions and suggestions on how you handled the situation and how you can improve your service. You can use surveys, reviews, or ratings to collect their feedback and measure their satisfaction. You can also follow up with them after the disruption is resolved and thank them for their patience and understanding. You can also offer them an incentive, such as a discount or a loyalty program benefit, to encourage them to fly with you again.

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5 Train and empower your staff

A fifth way to handle customers who experience flight disruptions due to weather is to train and empower your staff. This means ensuring that your staff have the skills, knowledge, and tools to deal with challenging situations and customers. You can provide them with regular training on customer service, communication, problem-solving, and conflict resolution. You can also empower them to make decisions and take actions that are in the best interest of your customers and your airline. You can also support them with feedback, recognition, and rewards for their performance.

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6 Learn and improve from your experience

A sixth way to handle customers who experience flight disruptions due to weather is to learn and improve from your experience. This means analyzing the data and feedback you collected from your customers and your staff and identifying the strengths and weaknesses of your response. You can also benchmark your performance against your competitors and industry standards and look for best practices and innovations. You can then use this information to improve your processes, policies, and systems and to prepare for future disruptions. You can also share your learnings and improvements with your customers and staff and show them how you value their feedback and loyalty.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are effective ways to handle customers who experience flight disruptions due to weather?

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1 Communicate proactively

2 Offer flexibility and compensation

3 Provide assistance and support

4 Solicit feedback and follow up

5 Train and empower your staff

6 Learn and improve from your experience

7 Here’s what else to consider

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