FMEA a Rebooking Queue Failure
Analyze disruption rebooking failure modes and select controls before the next cancellation wave.
A cancellation wave sends 510 passengers into mixed digital and manual rebooking channels. Service FMEA: define the recovery function, identify failure modes, name effects, prioritize severity and detectability, then add controls. The common trap is treating volume as the only problem. More agents do not automatically prevent duplicate bookings, split parties, or wrong eligibility decisions. Define function Recover disrupted passengers accurately, keep parties together, apply duty-of-care rules, and expose aging exceptions. The function includes quality and fairness, not just throughput. Identify modes Modes: family split, hotel eligibility error, duplicate digital and agent booking, hidden SSR passenger. Specific modes make controls…
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