At World Aviation Festival, James Machen, Group Head of Operations, AirAsia shared insights into protecting passengers from the adverse effects of disruption. Irregular operations (IROPs) can cause widescale difficulties in the aviation industry. Although the cause of the disruptive events cannot always be controlled, the ability to mitigate its impact on passengers often falls to the airline.
Discussing this topic, Machen pointed to two key factors: speed and accuracy in communication. AirAsia’s Group Head of Operations emphasised the need to quickly inform passengers about any changes, providing solutions, and personalising the delivery where possible. Looking to the future, Machen explained that as travellers become increasingly “data and communication literate,” they will demand almost immediate transparency from their carrier.
To hear Machen’s thoughts on the role of technology, data, and insights in preventing disruption, watch the full interview below.
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