By Hadrien Musitelli, Co-Founder & Managing Director, CitizenPlane
Traveling always comes with a bit of unpredictability, that’s part of the charm, right? But my latest trip redefined “charm” as “chaos.” A series of mishaps turned what should have been a straightforward connection into hours of frustration—and all because airline systems aren’t designed to really care for the passenger. Here’s what happened, and how a Smart Delivery System, and industry collaboration, could have turned things around.
The Chaos Begins
I was flying from New York to Paris with a layover in London. My first flight was delayed, which meant my already tight connection was suddenly impossible – Aïe! The airline rebooked me automatically onto a later flight, which I appreciated, but the problems started piling up as soon as I got off the plane.
From No Gate Info to Clear Information
When I landed – late – I had only 35 minutes to grab my new flight. Naturally, my trusty mobile app – ever the comedian – still insisted my gate was the one from my old itinerary! I wasted time wandering around, trying to figure out where to go, already feeling stressed.
What I really needed was clear, timely gate notifications from the moment I landed. Instead of wandering around, I could have headed straight to where I needed to be, stress-free. All it would have taken is a message to my phone saying: “You’ve been rebooked on Flight 456 to Paris, departing from Gate A32. Estimated walking time: 10 minutes. Click here for directions.”
From Middle Row Squash to Preference Preservation
CitizenPlane is essentially a fast-growing startup and we are into lean simplicity. But even the humblest among us have their moments of indulgence. I decided to splurge on an exit row seat with extra legroom for my flight home after a long work trip. It felt like the ultimate treat—until I got my boarding pass at the gate. Suddenly, my exit row heaven transformed into a middle seat at the back of the plane, sandwiched between two strangers. My legroom dreams were dashed, replaced by elbows, knees, and a tinge of regret.
A smarter system would have preserved – if not my seat – my seat preferences and carried them over to the new flight. If my original seat wasn’t available, it could have offered me a comparable option or even refunded me automatically.
A notification like this would have been reassuring: “We’ve secured an exit row seat for you on Flight 456. Enjoy your extra legroom!”
From Baggage Mystery to Real-Time Tracking
My biggest worry after being rebooked was whether my checked bag would make it to Paris with me? Or was it still in London on a solo vacation? My now not-so-trusty app said nothing about my bag. No one at the airport could tell me, and I had to wait until I landed in Paris to find out that, no – you guessed it – my bag hadn’t followed me ☹️.
Simple communication and a smarter system would have saved me hours of anxiety. It could have connected the dots between my original itinerary and my new flight, keeping me in the loop the whole time: “Your bag is on its way to Flight 456 and will arrive in Paris with you.” Or, if it couldn’t make it: “Your bag will arrive on the next flight and be delivered to your hotel by 6 PM tomorrow.”
From Silence to Thoughtful Communication
As I mentioned, I appreciated that the airline rebooked me, but I had no idea what was happening during any of this. It felt like I was the star of a reality TV show where my challenges were to decipher cryptic announcements, navigate endless gates, and manage the plot twist where my bag finds a better life without me.
How could I have felt more cared for, even in the middle of the disruption? I could have got this message as soon as I landed: “Hi Hadrien, we’re sorry about your delayed flight. We’ve rebooked you on Flight 456. Your gate is A32, your seat is in an exit row, and your bag is confirmed to follow you to Paris. We’re here if you need anything!”
How It Could Have Been Different?
What frustrated me most wasn’t just the missed flight. It was the feeling that I was completely alone in navigating the fallout. By harnessing the power of AI, real-time data, and system interoperability a smarter system—a Smart Delivery System—could have made all the difference by keeping me informed and taking care of the details automatically. Given recent advances in technology this capability is on the horizon.
Still, it isn’t just about flashy tech. It’s also about collaboration. As technology providers, our role extends beyond delivering new solutions; we must also foster cooperation in the name of the customer. It’s by combining innovation with partnership, that we will be able to ensure that air travel is less about overcoming hurdles and more about enjoying journeys.