“Airline customer loyalty driven by service, not price.”
Currently, when a passengers’ flight is canceled or delayed, there is no seamless way for them to get a voucher. The passenger has to contact the airline call center or fill out a form giving a thorough explanation of what happened. At this point, often times the passenger is frustrated waiting for a customer service representative to determine whether there is a viable reason to disburse a voucher and at what amount.
Furthermore, the voucher must be mailed or emailed to the displeased customer. By the time the voucher reaches it’s destination, the passengers’ loyalty has already decreased and they have made a post about their experience on social media and are planning their next business trip with another company.