Flight delays and cancellations affect hundreds of millions of passengers each year, costing the global aviation industry over $60 billion annually in operational expenses, compensation, and re-accommodation. Poorly managed disruptions remain a primary driver of customer dissatisfaction and churn in the airline sector.
In response to this industry-wide challenge, AirAsia has partnered with Plan3, a leading passenger disruption management platform, to provide its passengers with best-in-class service and optionality during unexpected disruptions.
“At the core of Plan3 is a belief that passengers are best equipped to decide what works for them during disruptions,” said Simon Dempsey, Chief Commercial Officer, Plan3. “AirAsia’s commitment to technology-driven, customer-centric solutions aligns perfectly with our mission to enable airlines to automate personalised passenger solutions at scale.”
Plan3, developed by aviation experts in Iceland, consolidates passenger recovery solutions into a single platform. It enables airlines to identify disruptions in real-time and automate tailored recovery options, empowering passengers to make the choices that best suit their needs.
“Flight disruptions are an unavoidable part of air travel, whether due to weather or other factors beyond the airline’s control,” said Alexia Leong, Head of Customer Happiness, AirAsia. “Through our partnership with Plan3, we have implemented a dedicated passenger solution that enhances our ability to manage disruptions more efficiently, ultimately leading to an improved customer experience.”
Under the terms of this five-year partnership, AirAsia passengers that experience an unexpected delay or cancellation will benefit from this innovative solution, elevating the airline’s ability to respond to disruptions efficiently and maintain its customer-centric reputation.
“We are thrilled to collaborate with AirAsia, a pioneer in adopting cutting-edge technologies,” said Sveinn Akerlie, Founder and CEO, Plan3. “AirAsia is now the first Tier 1 airline in the region to offer such an advanced, personalised approach to disruption management, hopefully setting a new benchmark for the industry.”
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