Managing Flight Delays.Strategy & Customer Service

If you have ever been delayed by a flight you might be interested to know what action some airlines take to look after you.

Well, I am lucky enough to have found an answer. Yesterday, I met Sandy Martin, the chief executive, of Flight Delay Services (FDS) here in Manchester (England).

Sandy formed this business 7 years ago, after many years of airport experience, and it has really taken off. Typically an airline will inform her team of a delay to their flight. No matter what time of day FDS will then organise transport and accommodation, if required, for the airlines passengers. They make sure that the services provided for all are first class.

Well done Sandy. It is good to know that someone cares when things go wrong.

Dr Alan Mitton