A major independent global study released earlier appeals to the airline industry to take a fresh look at the age-old frustration of delayed or cancelled flights, in order to drive loyalty and reduce the impact of irregular operations on its customers, both now and in the future. 'Passengers first: Re-thinking irregular operations', written by Norm Rose of travel industry research authority PhoCusWright, and commissioned by Amadeus, aims to provide airlines with practical strategies to improve responses to irregular operations, urging airlines to place a greater focus on the impact of disruptions on each passenger's trip experience as part of operational decision-making during times of disruption.
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