Irregular operations have a significant impact on an airlines costs and can also cause serious damage to an airlines reputation.
It is the everyday minor and moderate disruptions that cause passengers the most pain, which is why accurate and timely communication is so important.
As one of the top airlines in Europe, Ryanair’s success has been attributed to keeping operating costs low, use of innovative technology and maintaining a strong brand image. Ryanair has invested in keeping passengers informed and has benefitted with a significant improvement in brand image.
By partnering with Flightbuddy, Ryanair are keeping disruption management costs low and customer satisfaction high – now let us do the same for you.
“My team use Flightbuddy to manage day to day customer service communications with passengers, it is well designed and easy to use, the training requirements were minimal and the user interface intuitive.”
– Fiona Kearns, Director Customer Service, Ryanair
“Ryanair use Flightbuddy in our Ops Control Centre to monitor real-time flight punctuality, diversions and cancellations. The Flightbuddy dashboard allows us to quickly see how the day is progressing and where and why issues are developing across our vast route network.”
– Fergus Lawless, Operations Manager, Ryanair
Protect Passenger Loyalty
- Give your passengers timely, accurate and useful information, via SMS, email, Twitter or in person.
- Reduce uncertainty and stress and show passengers that you care about them.
- Make sure that they want to fly with you next time
- Get them making positive comments to friends and family about your service
Promote Brand Image
- Turn a negative situation into a positive for your brand.
- Exceed your passengers’ expectations
- Set your service apart from the competition.
Reduce Passenger Complaints
- Respond rapidly to changing situations reducing complaints
- Give passengers the ability to self-serve with call credit, meal vouchers, transportation, rebooking facilities
- Automate refund requests
- Issue ‘soft vouchers’ to reduce the direct compensation costs
Build your own bespoke suite of services and only pay for what you use. Modularity is the key to Flightbuddy design and pricing.
Click here to see our full suite of services.
YOUR CUSTOMERS. They chose to fly with you this time. Make sure they choose you again next time.
Once a passenger is committed to a journey, they have visibility of things such as take-off time, flight duration, expected arrival time etc. and with this, comes the sense of control. A passenger can plan other activities based upon these perceived certainties. These can be: meeting times, accommodation, other transport, entertainment, special occasions etc.
However once a disruption hits – this sense of control is removed and uncertainty reigns.
Understandably passengers become frustrated, their requirements go up and without fail customer satisfaction goes down! Also when this happens passengers rely even more on resources which are already stretched.
An interesting observation was made recently: the single biggest improvement made in customer satisfaction in London Underground, per pound spent, was not by adding more trains but by the installation of time info displays on platforms.
What this tells us is that: Information, timely, accurate, useful and actionable, helps reduce customer dissatisfaction during a disruption.
Increase Customer Satisfaction
- Give passengers timely, accurate and useful information, via SMS, email, Twitter or in person.
- Provide self-service options
- Take some of the stress away
Personalise Communications
- Multi-lingual templates allow to communicate in the passengers chosen language
- Personalise messages with extensive merge fields
Reduce Passenger Complaints
- The right information and the right time!
- Respond rapidly to changing situations reducing complaints
- Give passengers the ability to self-serve with call credit, meal vouchers, transportation, rebooking facilities
- Automate refund requests
YOUR STAFF. A disruption has just occured. They’re busy enough. Help them perform as well as you expect them to.
By now we are all familiar with the scene in an airport where ground operations staff are hit with a sudden event that causes long queues of frustrated passengers all asking a set of similar questions that need to be answered over and over again. Flightbuddy is designed to reduce the queues and give these staff members the information and tools to address the issues that arise in a timely fashion.
Behind the visible front line staff, there are others whose roles are also critical to success. With Flightbuddy, Station Managers can access, location or flight specific dashboards, operations area Managers can see overviews in real time of what is happening and how disruptions are affecting performance.
Access to reliable information gives these staff members control over the situation and the ability to make critical decisions, divert resources based upon visible needs and make every effort to achieve a satisfactory outcome to a negative situation.
With our Crew alert module, crews can be informed of the status of their rostered flights in a timely fashion allowing management of critical situations especially once boarding has taken place and passengers are confined in a specific location. This helps reduce stressful situations and allows cabin crews to cope with passenger’s needs.
Reduce staff Overheads
- Give ground staff disruption details in advance of passengers, allowing time to prepare and deploy staff where they will be most needed.
- Automate the process of informing passengers in a timely fashion thereby freeing up staff to deal with the cause of the disruption and working towards a resolution.
- Reduce stress by automating notifications alleviating the need for ground staff to deal with passengers on an individual basis.
Improve Ground Handling
- Giving passengers useful and actionable information eliminates the need for ground staff to tied up unnecessarily
- Share real time delay profile simultaneously with all departments by using dashboards
- Push flight status information directly to hand held devices coordinating problem resolution.
React quickly to disruptions
- Proactively notify passengers of weather, transport or other disruptions with ad hoc campaigns.
- Send crew notifications in advance and prepare for possible roster changes
- Automate standard disruption notifications to passengers and operations
Protect against Regulatory fines
- Use a detailed audit trail to deal with passengers complaints
- Allow for cross department sharing of information from Customer Service to Legal departments all accessing the same data but in different views.
- Drill down through the data for detailed flight and response information
- Deal with multiple Aviation Authorities through the same interface.
When disruption hits, you need a robust platform that automatically informs passengers and shares accurate information across flight, ground and customer service operations.
Flightbuddy enables airlines to manage disruptions in a rapid and cost effective manner. The cost and effects of disruptions can last for a long time after they occur and this is where Flightbuddy continues to help.
For example, one issue that airline staff invariably have to deal with post disruption, is the hundreds and at times thousands of passengers who are perfectly entitled to claim compensation for the inconvenience they experienced. This can be a time consuming and costly burden on airlines and the tool provided by Flightbuddy to deal with claims in an efficient manner reduces both the time and costs involved in this process.
Ongoing analysis of past disruptions and methods of dealing with them must take place if airlines want to continue to retain and attract new customers, grow their businesses and offer a better service. Flightbuddy makes this analysis easier, highlighting crises points with trusted backed up data to assist in making important decisions, all presented in a user friendly fashion.
Due to its modular design Flightbuddy can be enhanced with other associated business support services which can be used to improve an airlines’ business. These include Group Sales, Microsites and Complaint Case Management modules.
See how Flightbuddy can transform disruption management in your organisation.
Contact info@flightbuddy.eu for more information.