Major U.S. Carrier: Rebuilding Trust After Winter Storm Disruptions
Following a severe winter storm season that resulted in over 12,000 flight cancellations across the carrier's network, Meridian CX was engaged to design and execute a proactive recovery program targeting the most impacted travelers.
Our team identified 84,000 customers who experienced cancellations, significant delays, or missed connections during the disruption window. Using our proprietary severity scoring model, we prioritized outreach to the 23,000 customers with the highest churn risk and deployed personalized recovery communications within 14 days of engagement.
Resolution packages included fare credits, bonus loyalty miles, and complimentary upgrades — calibrated to the severity of each individual's disruption.
National Hotel Chain: Turning Negative Reviews Into Operational Insights
A top-10 U.S. hotel brand engaged Meridian CX to build a structured Voice of Customer program after internal survey data showed declining satisfaction scores across 40+ properties.
We designed a multi-channel feedback collection program combining post-stay surveys with recorded phone interviews from guests who reported negative experiences. The qualitative data revealed that 68% of complaints traced back to three specific operational failures that weren't visible in quantitative survey data alone.
Insights were delivered to property-level general managers as actionable briefings, resulting in targeted operational changes within 90 days.
Leading Car Rental Provider: Recovering High-Value Business Travelers
After a system migration caused widespread reservation errors affecting corporate accounts, a leading rental car provider partnered with Meridian CX to execute a targeted recovery campaign for their most valuable business travel segment.
We designed a concierge-style outreach program that combined personalized emails from a dedicated recovery specialist with follow-up phone calls for the highest-impact cases. Each communication acknowledged the specific reservation error and offered a resolution calibrated to the customer's loyalty tier.