Luxair Luxembourg Airlines has announced the launch of its first digital solution aimed at improving assistance provided to customers affected by flight disruptions.
With its new passenger assistance solution, Luxair aims to offer an increasingly personalised and optimised service for its customers by minimising the impact of unforeseen disruptions.
Luxair passengers affected by delays or cancellations will receive a notification via text message and/or email about their flight’s status as soon as the information is available, thanks to contact information provided during the booking process.
Passengers departing from Luxembourg will thus receive a link to an online platform with real-time information about their flight status. This platform will provide access to a range of all-inclusive services. For instance, passengers can relax and use the sum of money credited to a virtual payment card to buy food, entertainment, or transportation services while the Luxair teams try to find the best alternative solutions available.
Luxair has also established several partnerships with hotels near the airport to provide accommodation services for customers when situations require an overnight stay.
Following its launch in Luxembourg in February, this solution will be progressively deployed in stages over the coming months to cover all of Luxair’s destination network in the near future. The system was put to the test during Storm Ciara which affected the Greater Region. Eighteen Luxair flights departing from Luxembourg were cancelled due to this event, affecting 937 customers. According to Luxair, 84% of its customers had provided their contact details beforehand and could therefore use this new service.
