Tag Archives: service disruption

The next ash cloud is here: best practice for massive service disruptions

Posted on June 7, 2011 by Rainer Uphoff

  UPDATE: Follow the open discussion at our LinkedIn Airline Customer Experience Management (CEM) group. It’s not one of the virtual, invisible, hip and tidy Scandinavian ash clouds that Iceland send from time to time over Europe: this one is dirty, … Continue reading →

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Disruption management: why risk losing your customers?

Posted on February 20, 2011 by Rainer Uphoff

UPDATE: one week later, same flight, same delay, but this time Iberia did a BRILLIANT job. See below. Just have a look at the photo on the left: it’s a quiet February afternoon at Iberia’s Madrid hub, but for some reason … Continue reading →

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