How Emerald Airlines decided to team up with iCoupon to elevate their disruption management with intelligent vouchering
About Emerald Airlines
Emerald Airlines, established in 2021, is the exclusive operator of the Aer Lingus Regional route network, connecting Ireland, the UK and France. Recognised as Aviation Company of the Year and recently named the most punctual airline in the UK in 2024 (UK CAA Trends Report), Emerald Airlines has quickly become a leading regional carrier.
John Dillon, Head of Ground Operations, oversees all airport activities from procurement through to service delivery.
“As Head of Ground Operations, my focus is ensuring that every aspect of our airport operation runs seamlessly, so that our passengers experience the best of Emerald Airlines from the moment they arrive at the airport until they arrive at their destination. – John Dillon, Head of Ground Operations, Emerald Airlines
The Challenge
Before partnering with iCoupon, Emerald Airlines’ ground teams relied on manual paper vouchers to manage EU/UK261 compensation and passenger care.
This approach came with real pain points:
- Delays in issuance meant passengers often waited too long for their entitlements
- Staff under pressure with frontline teams stretched thin during disruption events
- Inefficient processes that created extra admin and unnecessary costs
Why iCoupon
Emerald Airlines needed a smarter and more efficient way to manage compensation and care. iCoupon’s digital vouchering platform offered exactly that.
“We chose iCoupon as it was apparent the team really considered the issues faced on a day-to-day basis and developed a simple, easy to use technology-based solution to address these issues and improve the overall Airport and Customer experience.” – John Dillon, Head of Ground Operations, Emerald Airlines
Implementation experience
Smooth adoption was a priority. For John and his team, working with iCoupon was not only straightforward but also highly collaborative.
The team is highly engaged and consistently works towards our shared goal of enhancing the customer experience
The solution in action
Emerald Airlines currently uses:
- Meal vouchers giving passengers the freedom to enjoy food and refreshments across iCoupon’s retail network
- Autopay simplifying administration by consolidating retailer claims into a single, accurate monthly invoice
These tools enable the airline to maintain compliance with EU/UK261 regulation while improving how disruption is handled.
The results
Since going live with iCoupon, Emerald Airlines has seen measurable impact:
- Greater operational efficiency with ground teams able to focus on passengers instead of issuing paper vouchers
- Reduced administrative workload thanks to automated Autopay reconciliation
- Significant cost savings since invoicing is based on redeemed vouchers rather than issued paper ones
- Confidence in compliance through full visibility and reporting
“Our experience with iCoupon has been excellent. The team is highly engaged and consistently works towards our shared goal of enhancing the customer experience through seamless disruption management solutions, user-friendly technology and reduced administrative burdens for our HQ teams.” – John Dillon, Emerald Airlines
Looking ahead
By embedding iCoupon’s intelligent vouchering into its disruption management strategy, Emerald Airlines has unlocked efficiency, cost savings, and confidence in compliance. Above all, it has strengthened the airline’s commitment to putting passengers first and delivering exceptional experiences.
✨ iCoupon – Intelligent vouchering that places value where it counts.
