# Disruption management

Disruption management is the process of helping travellers and sellers respond when flights no longer operate as planned.

Disruption management is the process of responding when a journey no longer
operates as planned, such as a delay, cancellation, retiming, or missed
connection. It combines operational recovery with clear traveller communication,
so the next best action is understood by the seller, airline, and traveller.

## What counts as disruption

Disruption means the planned trip has changed in a way that matters. A flight
may be delayed, cancelled, moved to a different time, or affected by a missed
connection. Even a small change can matter if the traveller has onward travel
or time-sensitive plans.

The term is broader than customer service. It includes the operational decision,
the commercial rules, and the communication needed to help the traveller act.

## Why context matters

The same delay can have very different consequences. A traveller ending their
journey may only need updated timing. A traveller connecting to another flight
may need a new plan.

Itinerary context is therefore central. Sellers need to understand which sector
changed, what the traveller was trying to do, and what paid options or service
commitments may be affected.

## Commercial impact

Disruption management can protect trust when the original sale no longer
matches reality. It also affects service cost, because unclear messaging creates
more contacts and more manual review.

For post-booking retailing, disruption is a reminder that the offer must remain
understandable after the first checkout.

That includes paid options attached to the affected journey. The traveller
needs to know whether the value still applies, changes, or requires a new
decision.

## Frequently asked questions

### What is disruption management?

It is the process of responding when a flight is delayed, cancelled, retimed, or otherwise no longer operates as planned.

### Why does disruption management need itinerary context?

A change on one sector can affect connections, arrival time, paid options, and the traveller's next decision.

### Is disruption management only an airline task?

No. Airlines, sellers, and service teams may all need to explain options and next steps to the traveller.