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Rethinking Passenger IROPS Solutions as Customer Expectations Increase

We conducted a roundtable discussion focused on airline passenger IROPS at the World Aviation Festival’s Global event in Lisbon. From legacy to low cost carriers, 18 airlines signed up to discuss the current landscape of passenger disruption in the context of a post-pandemic industry in recovery. 

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𝐒𝐨𝐦𝐞 𝐨𝐟 𝐭𝐡𝐞 𝐀𝐢𝐫𝐥𝐢𝐧𝐞𝐬 𝐭𝐡𝐚𝐭 𝐜𝐨𝐧𝐭𝐫𝐢𝐛𝐮𝐭𝐞𝐝 𝐭𝐨 𝐭𝐡𝐞 𝐝𝐢𝐬𝐜𝐮𝐬𝐬𝐢𝐨𝐧:

✅ Southwest Airlines 
✅ Delta Air Lines
✅ United Airlines
✅ Icelandair
✅ PLAY airlines
✅ KLM Royal Dutch Airlines
✅ TAP Air Portugal


This report is a snapshot of the disruption management landscape that includes industry metrics, airline feedback, and insights from our own passenger disruption management solution, Plan3.

Themes covered in this report include:


  • Airline Passenger Expectations in 2023
    How the pandemic has influenced consumer behaviour and what this means for airlines engaging the next generation of travellers. 

  • How Effective are Current Passenger IROP Solutions?
    A quick look at the efficacy of typical passenger disruption management, and the common barrier to improvement.

  • The Challenge of Solving Passenger IROPS Through Automation
    Measuring current IROPS management against passenger expectations and how airlines can increase cost-savers like self-service through automation.

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