Proactive Experiences and the Future of UX

April 2, 2014

My sympathies go out to the thousands of passengers who had their flights cancelled because of this past winter’s polar vortex. For most of them, the disruptions subjected them to waiting in a seemingly endless line at the airport ticket counter or listening to smooth jazz while they waited to talk to someone on an airline’s 1-800 number. Their experience didn’t have to be this way, and for many passengers on Delta Air Lines, it wasn’t.

When Delta cancels a flight, they don’t just send a cancellation notice to users of their mobile app. Instead, they send the notice with a link to a list of the next available flights the passenger can take to get back home. To rebook, passengers simply tap on the desired flight and away they go. To be fair, Delta isn’t the only airline to offer more
By Tony Costa