industry

Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment

02 Jul 2026 1 source

Airlines talk a lot about the customer experience. Whether it’s a commitment to care, comfort, or seamless travel, most carriers have a brand promise baked into their identity. The problem, according to Jeannie Walters and Dr. Alyona Medelyan, is that a lot of those promises fall apart the mom

Sources

Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment

CX Today 02 Jul 2026

Airlines talk a lot about the customer experience. Whether it’s a commitment to care, comfort, or seamless travel, most carriers have a brand promise baked into their identity. The problem, according to Jeannie Walters and Dr. Alyona Medelyan, is that a lot of those promises fall apart the mom