When an electrical failure forced Brussels Airlines to close the airspace above the city, a Blackout tour bus turned an unfavorable situation into something entertaining.
The failure resulted in more than 200 cancelled flights, diversions and delays, and undoubtedly, many frustrated travelers. But rather than leaving people with nothing to do at the airport, Brussels Airlines set up Blackout Bus tours across the city, so that stranded passengers could have something interesting to do and see.
While this could have easily been a situation that resulted in hundreds of angry customers, getting people out of the airport and giving them a sightseeing tour helped to shape a more positive view of the airline, the city and its people.
Emergency Tour Buses
During a Failure, Brussels Airlines Entertained Travelers on a Blackout Bus
Trend Themes
1. Sightseeing-alternative-during-delays - Creating alternative activities for stranded travelers during delays and cancellations can enhance customer experience and improve brand perception.
2. Entertainment-based-customer-service - Integrating entertainment into customer service during disruptive events can turn negative situations into positive experiences for customers.
3. Improving-perception-through-action - Taking proactive measures to provide unique experiences for customers during emergencies can help shape a more positive view of the business and its brand.
Industry Implications
1. Airline - Airline companies can leverage creative approaches to customer service during disruptions to improve customer satisfaction and loyalty.
2. Tourism - The tourism industry can explore partnerships with airlines to offer alternative sightseeing experiences for travelers during disruptions, increasing the overall value of the travel experience.
3. Hospitality - Hotels and other hospitality businesses can consider collaborating with airlines to provide entertainment-based experiences for stranded travelers, helping to enhance guest satisfaction and differentiate their services from competitors.