Case Study

Crisis Management

Sometimes the best plans meet the reality of global air travel where flights are delayed and canceled routinely.

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What do you do when the flight you were supposed to take doesn’t happen, so you miss your connecting flight?

Are you used to accepting whatever the agent on the ground says?

Do you call their call center?

Do you know all the possible options agents can route you on?

FlyFlat always advises travelers that their incentives are MISALIGNED with the airline representatives – they want you to say yes and thank you and move on so they can help more customers quickly, where you want the BEST seat for yourself and your family.

To make it more probable that you can get the best option, it’s always a good idea to:

Know all the interline agreements the airline you have a ticket booked with has with other airlines.
Know how many seats are available on eligible flights with the airline you are booked with and partner airlines.
Know how to say this all in the industry lingo so that the agents you speak with, whether at the gate or on the phone can just easily say yes and execute on your suggestion without having to think too much. They have busy and stressful enough workdays as it is so if you can speed things up for them, often they won’t think twice and go out of their way to get you the best possible seat!

If you are a FlyFlat customer, you don’t need to know about interline agreements or looking up the best routes on the fly, as our global 24/7 concierge team can do all of that for you.

Watch Jonathan explain how FlyFlat swiftly resolved his flight issue in this 30-second testimonial

In the realm of global air travel, disruptions like flight delays and cancellations are not uncommon occurrences. These unexpected events can often lead to a cascade of challenges, particularly for travelers with connecting flights. Navigating through such situations can be daunting, with passengers often left uncertain about the best course of action. Here is an example of a situation of how when one of our clients faced unexpected flight disruptions, the FlyFlat concierge service worked tirelessly to secure alternative options, ensuring a seamless travel experience that allowed our client and his family to experience an even nicer product than they were originally booked on.

Actual Client Chat with Jonathan Jaffe, Top Professional Poker Player

Upon encountering the flight disruption, our client was presented with several options by the on-ground airline agents, each with its own set of complexities. Unsure of the best course of action, he pondered whether to accept the first solution offered by the airline’s ground agent or explore alternative routes by contacting the airline’s call center. Moreover, the client was aware of the misalignment between his incentives as a passenger and those of the airline representatives, who aimed for swift resolutions to accommodate other customers.

Despite hurdles, we helped him navigate the challenges, securing a premium flight with ANA on their new flagship product.

Here’s a more detailed breakdown of the steps taken by FlyFlat to address the client’s predicament:

Immediate Assessment: Upon learning of the flight disruption, our concierge team promptly evaluated our client’s situation, considering his itinerary, airline preferences, and existing arrangements.
Comprehensive Analysis: Leveraging our expertise in interline agreements and airline partnerships, the team thoroughly analyzed available flight options. We cross-referenced schedules, seat availability, and routing possibilities across partner airlines.
Proactive Communication: Maintaining constant communication, the team kept our client informed with regular updates on alternative flight arrangements, ensuring transparency and confidence throughout the process.
Efficient Execution: Once approved by our client, the team efficiently managed bookings and reservations, coordinating with airlines to secure seats and facilitate seamless transitions between connecting flights.
Premium Experience Enhancement: Going the extra mile, the team secured a premium flight with ANA’s flagship product, enhancing our client’s travel experience beyond the ticket he initially had booked.
Post-Travel Follow-Up: After our client’s successful journey, FlyFlat’s team conducted a follow-up to ensure satisfaction and address any remaining concerns, reaffirming our commitment to personalized travel assistance.

In Summary

In the end our client and his family were able to embark on their journey without any significant disruptions. Not only did they avoid the inconvenience of the initial flight disruption, but they also enjoyed an upgraded travel experience, courtesy of FlyFlat’s dedication to customer satisfaction.

Testimonials

Our clients are busy, successful professionals who value their precious time above all else. We are proud to say that everyone from business owners, hedge fund GPs, and entire tech startups love FlyFlat!