Supporting our customers through the collapse of the British airline, FlyBe
When FlyBe unexpectedly collapsed, we swiftly stepped in to support our customers, offering immediate assistance to 188 affected travellers across key routes.
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When the British airline FlyBe suddenly collapsed, causing flights to be cancelled across key routes including Belfast, Glasgow, and other major cities, we quickly stepped in to support our customers.
Our out-of-hours team was alerted to the situation early on January 28, 2023, and activated our Business Continuity protocols to provide immediate assistance to those affected.
Our team identified 188 impacted travellers across 41 customers and prioritised reaching out to them to offer support, either by phone or email. We successfully made contact with all travellers who had confirmed flights up to February 6, helping them adjust their travel plans and find alternative options.
We set up communication channels and worked closely with major airlines to secure rescue fares for stranded customers, ensuring smooth onward travel. Our team also guided travellers and their Contract Managers through ticket refunds and alternative options for journey continuity.
By updating our Support Widget and sending Travel Advisory updates, we kept customers informed and provided clear, consistent information. Within 72 hours, we had successfully assisted all affected travellers and ensured their safe travel, demonstrating our commitment to exceptional support during challenging times.
“You guys were so quick and proactively off the mark and within an hour I had all the information I needed and felt comfortable with your team managing this issue. This is compared to our Global TMC who had not even replied to me after 72 hours following the incident.”
Delivery and Supply Chain Company