Disruption Playbooks: Re-planning a Trip Before the Shuttle Leaves
Most disruptions announce themselves hours in advance. The operators who handle them well have already decided what they'll do.
Field Notes · Topic
Operations & Automation
Booking operations, disruptions and in-trip service: where the hours go, and how automation gives them back without losing the human touch.
Where the Hours Go: An Anatomy of Booking Operations
Ask a booking desk where the week goes and you will hear 'email.' Log it in ten-minute blocks and the answer gets more specific, and much more fixable.
When an AI Concierge Should Stay Quiet
An in-trip assistant is judged as much by the messages it doesn't send as by the ones it does.
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