This project focuses on improving an airline app’s flight cancellation notification to ensure it is clear, empathetic, and actionable for travelers facing unexpected disruptions. I will present drafts of the UX copy, rationales, and a final deliverable.
Introduction
Flight cancellations are a stressful experience for travelers. When a last-leg flight home is abruptly canceled due to bad weather, the airline app must quickly notify the passenger and guide them toward their next steps.
As a UX writer, my goal was to craft a clear, empathetic, and action-driven notification that reduces uncertainty and helps the traveler rebook with minimal friction.
The problem
When a traveler receives a flight cancellation notification, they may feel frustrated, anxious, or confused. Therefore, I made a draft notification that addressed these considerations
The original message had several issues:
❌ Lack of immediate context – The headline did not mention why the flight was canceled.
❌ Tone could be improved – "We apologize" sounded formal but did not fully acknowledge the inconvenience.
❌ Complex wording – "Weather complications" felt technical rather than conversational.
❌ Unclear buttons – "Re-Book" and "Get Help" were functional but could be clearer.
Before (original copy)
Headline: “Your flight has been canceled.”
Body: “Ethan, we apologize as your flight #2345A to San Francisco has been canceled due to weather complications. Re-book your flight for NO ADDITIONAL CHARGE.”
Buttons: [Re-Book] [Get Help]
Given the high-stress nature of the situation, the copy needed to be straightforward, empathetic, and actionable to ensure a seamless user experience.
The solution
To improve the notification, I refined the copy to enhance clarity, empathy, and usability:
After (revised copy)
Headline: “Flight canceled due to weather”
Body: “Ethan, we’re sorry—your flight #2345A to San Francisco was canceled due to bad weather. You can rebook now at no extra charge.”
Buttons: [Rebook Flight] [Flight Help]
Why this works:
✅ More informative headline – Immediately tells the user why their flight was canceled.
✅ More natural, empathetic tone – "We’re sorry" acknowledges frustration in a human way.
✅ Simpler wording – "Bad weather" is easier to understand than "weather complications."
✅ Clearer buttons – "Rebook Flight" and "Flight Help" make actions more obvious.
The outcome
By refining the copy, I created a more user-friendly, stress-reducing notification that helps travelers quickly understand the situation and take action. While this was a conceptual exercise, the approach aligns with best practices in UX writing—ensuring that messaging is clear, concise, and user-centered even in high-stakes situations.
