Severe winter weather has continued to disrupt daily life and travel across the UK and parts of Europe, with a number of flights cancelled and airports forced to close runways, passengers are likely to face ongoing delays and diversions over the coming days, creating a surge of travellers trying to contact airlines all at once. Additionally, there are new Storm Goretti warnings issued for later in the week.
Chris Angus, VP of CPaas & CX Expansion at 8×8, believes airlines and airports that reduce customer frustration can help manage these situations more effectively. Chris states:
“Even a short disruption in airline operations can create an outsized impact on travellers and businesses. Delays trigger a snowball effect in which hundreds of thousands of passengers may simultaneously try to reach airlines at a time when contact centres are often understaffed. Phone lines and online systems quickly become overloaded, travellers get pushed into standby or long queues, and the customer experience deteriorates at an already stressful moment.
“The takeaway for airlines and airports is clear: plan ahead, prepare for worst-case scenarios, and focus on reducing customer frustration. Well-rehearsed contingency plans, adequately trained staff, and suitable staffing levels are essential, but technology also plays a critical role.
“In addition, airlines can benefit significantly from leveraging SMS and popular chat apps like WhatsApp to deliver real-time updates, two-way communication, and proactive engagement at scale. Messaging channels are highly accessible, familiar to travellers, and less prone to the long wait times associated with voice calls. By proactively reaching out with flight-status changes, rebooking links, and service options before passengers feel compelled to contact support, airlines can reduce inbound call volume, lower customer anxiety, and increase traveller trust. These channels also support automated workflows and conversational AI, enabling passengers to self-serve quickly while preserving human agents for urgent or sensitive cases.
“Automation and omnichannel support can manage routine inquiries, including flight-status updates, rebooking options, and service alerts, to free human agents to handle more complex issues. Technology can also play a key role in ensuring your staff levels are correct through workforce management tools and the data telling you how many people you should have in at certain times.
“By combining preparation, training, and the smart use of modern communication tools, airlines can respond more quickly and effectively when disruptions occur, keeping passengers informed and minimising friction.”
And it’s not just airlines. Hundreds of schools are currently closed across the UK because of snow and ice, the current numbers are believed to be 384 in Wales, at least 320 in Scotland, around 200 in Northern Ireland, and more than 100 in England. Whilst their contact centres maybe stretched, having the right communication tools in place will make all the difference to staff, parents and caregivers.
