Customer churn and lost future revenue from poor IROP rebooking experience

$1.5M-$4M per major disruption from unresolved ancillary losses (leisure volume is high but per-pax spend is lower); unrecovered seat/baggage fees represent pure margin loss; leisure churn impacts future ancillary revenue (lower ancillary attach on rebookers) • $1.5M-$5M per major disruption from leisure member churn (lower LTV than elite but higher volume); lost future bookings from brand damage; estimated 8-15% defection of baseline loyalty members post-poor experience • $10M-$40M annual from cascading delays and poor rebooking allocation; passenger experience degradation; brand damage from reactive vs. proactive management

Accounts Receivable Manager manually processing compensation claims via spreadsheets, email-based dispute resolution, manual regulatory compliance checks • Crew Scheduling Coordinator manually identifying available crew, communicating via phone with Operations, ad-hoc schedule adjustments, shadow scheduling in spreadsheets • Flight Operations Controller making recovery decisions manually, communicating via radio/phone to ground teams, no integrated visibility into rebooking capacity