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Abstract
January
Thursday
31st
10:00 EST/15:00 GMT
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Travelers expect great service, despite disruption. But are airlines and service providers really talking to each other when it matters most? Hear why it makes sense for TMCs, airline service desks and corporate buyers to work together in bridging the communications gap and be the corporate traveler's hero together.

  • A J.D. Power study found that 42% of travelers identified disruption management as the single most important area for improvement
  • Flight disruption costs airlines between $25B and $35B annually – that’s about 5% of airline revenue
  • If you include the estimated cost to travelers, corporations, and the rest of the ecosystem, that number goes up to $60 billion (about 8% of airline revenue)

Delayed re-accommodation causes traveler stress, decreased loyalty, and increased call center volume and costs. Also, call volumes rise as communications break down. Travelers try reaching anyone who will answer, TMCs, airlines and online booking sites. At the same time, those service providers, TMCs and OTAs, are trying to get answers from the airline call centers, as well.

 

 

 

 

Speaker
Nathan Greer

Nathan Greer, FlightGlobal Sales Engineer


Nathan Greer has been in the travel industry for over 20 years. He has had roles in airline/airport customer operations, travel agency operations, and travel technology. Nathan has worked as a frontline customer service agent, manager, travel technologist, and is a frequent traveler. Nathan has a unique perspective, having experienced all the facets of the travel experience. Nathan’s current focus it on the critical nature of enhancing communications between all stakeholders to ensure safety and optimizing trips for each individual traveler. Read more

 

 

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