Flight Cancelled Notification - UX Writing

Experiencing a flight cancellation is frustrating and this task really challenged the empath in me because in addition to understanding the traveler’s pain point, I had to also understand the airline’s point of view; ensuring that a customer of the airline is heard and well served given the circumstance. 

This also led me to explore ways in which companies manage such stressful and uncertain situations through tiny push notifications and how that one well written statement has such an impact on its users.