Untitled Document
 

     
  Disruption Management with passenger focus  
     
     
 
Bo Vaaben* Sergey Tiourine Tomas Larsson
Carmen Consulting AB Carmen Systems AB Carmen Systems AB
Fruebjergvej 3, boks 248 Odinsgatan 9 Odinsgatan 9
DK-2100 Copenhagen SE-411 03 Göteborg SE-411 03 Göteborg
[email protected] [email protected] [email protected]
Tel: +45 39 17 83 59 Tel: +46 31 720 81 66 Tel: +46 31 720 81 51
Fax: +45 39 17 83 81 Fax: +46 31 720 81 20 Fax: +46 31 720 81 20
*) to whom all correspondence should be addressed
  
     
     
 
Decisions taken on the day of operation to recover from disruptions are often taken with little consideration on passenger impact. Even if the ambition is to put the passenger in focus, no systems are available for customer driven decisions. Thereby, much of the values created earlier in the revenue management process are lost. This paper describes a system for integrated recovery of passengers, aircraft and crew. Examples are presented based on operational data from British Airways' short-haul operation at London Heathrow.