When things go wrong: How to better handle irregular operations

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Nobody here needs to be told about the cost of screwing with your customers. Delays and cancellations frustrate passengers. How airlines deal with journey disruptions will make or break that customer relationship. Just last week, there were more than 2,900 cancellations and over 42,800 delays in Asia Pacific*! So what do we mean when we say “handling disruptions”? How do …