Improving customer journeys during flight delays

Jetstar Airlines

When flights are delayed or cancelled, it's one of the most stressful moments for both customers and frontline staff. Information is fragmented, decisions are unclear, and digital tools don't always support what people actually need in the moment. Jetstar needed a clear digital strategy to make these moments simpler, more human, and easier to manage at scale.

We focused on improving the end to end customer and staff journey during disruption, from the first message a customer receives, through rebooking, support, and onward travel. Rather than designing a single product, we defined a connected digital approach grounded in real behaviour, operational realities, and commercial priorities.

Outcomes

• Conducted 160+ interviews with customers, frontline staff, pilots, engineers, and operations teams
• Defined a clear digital strategy for how Jetstar supports customers and staff during delays and cancellations
• Prioritised 30 high impact digital improvements from 100+ ideas
• Designed clear journey principles to guide communications, self service, and staff tools
• Delivered a sequenced digital roadmap across customer messaging, rebooking tools, data, and frontline systems
• Informed a $4.8m, 2 year investment in improving disruption experiences
• Contributed to a 26% improvement in customer feedback during delay and cancellation events