"To begin, I mapped out the situation to understand what both the user and organization aim to achieve. User intent: Return home (from local airport) Desired result: Get home with minimal delay and additional cost User goals: Know the resolution and next steps User's emotional states: Surprise, stress, and frustration Organization goals: Deliver bad news clearly while minimizing user frustration and maintaining trust in the brand."
"I brainstormed what the user might ask an airline staff in person: Why was the flight canceled? What are the resolutions? Will the flight be rearranged automatically, or do I need to rebook? When is the next available flight? If the wait is long, will accommodation be arranged? Can I get a refund? Can I claim travel insurance? How do I retrieve my checked luggage?"
"I did a quick research on how airlines typically handle cancellations. To keep the scope simple, I followed how Cathay Pacific manages it, where the system automatically rebooks the flight for affected passengers. From there, I identified that the UI needs to handle two main states: Rebooking completed: user can view their updated flight details Rebooking in progress: user needs to wait for updates"
An abrupt flight cancellation occurred because of bad weather while the traveler waited for the last leg home. The traveler aims to return home with minimal delay and cost and needs clear next steps. The airline must communicate the cancellation clearly, reduce frustration, and maintain trust. Common passenger questions include reasons for cancellation, available resolutions, rebooking procedures, next flight times, accommodation, refunds, insurance, and luggage retrieval. The airline system can automatically rebook affected passengers. The user interface should show either a completed rebooking with updated flight details or a rebooking-in-progress state with instructions to wait for updates.
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