Disruption
handling
at
scale
for
a
high-frequency
airline
operation
Design and implementation of disruption management workflows to support high-volume operational recovery across hundreds of daily flights.
40%
reduction in recovery time
70%
passenger self-service adoption
50%
fewer inbound support calls
Asia-Pacific carrier
With hundreds of flights daily, even minor disruptions cascaded quickly. Recovery relied on manual coordination between ops control, ground staff and call centres. Passengers received inconsistent information and call centre volumes spiked during every irregular operation.
The Disruption Management platform was deployed to automate the entire IROP workflow. Rules-based triggers detect disruptions, determine the response and push communications to affected passengers via email, SMS and WhatsApp. A self-service portal lets passengers accept changes or rebook without calling support.
What changed
40%
reduction in recovery time
70%
passenger self-service adoption
50%
fewer inbound support calls
- Average disruption recovery time reduced by 40%
- 70% of affected passengers now self-serve through the IROP portal
- Call centre volume during disruptions dropped by half
- Consistent, branded communications reach passengers within minutes
- Operations team now manages disruptions from a single dashboard
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