S6/E20 Why Flexibility Is the New Fare: Inside Airline Innovation with Patrick Steadman, VP of Disruption, Hopper and Hopper Technology Solutions (HTS)
Flight canceled, heart rate rising, clock ticking. Now imagine a single tap that rebooks you on any airline in minutes or delivers a full refund without lines, calls, or frustration. In this episode, we sit down with Patrick Steadman, VP of Disruption at Hopper and Hopper Technology Solutions (HTS), to unpack the new playbook for certainty in an increasingly unpredictable sky.
We break down how cancel-for-any-reason, disruption assistance, and price freeze actually work in the real world, why they’re typically priced at 10–15% of trip cost, and how AI models balance risk, demand, and adoption. Patrick explains what happens the moment disruption hits: proactive alerts, a guided self-service experience, and a 98% automation rate that gets travelers moving again fast. We also explore who’s buying flexibility and why, from business travelers with double the attach rate to Gen Z and millennials prioritizing experiences, and premium flyers stacking fintech with loyalty instead of choosing one over the other.
Zooming out, we look at the global rise of travel fintech across banks and airlines including Capital One Travel, Commonwealth Bank, Air Canada, Frontier, Spirit, and partners in Japan and the Middle East. Patrick shares what this delivers for carriers: high-margin ancillary revenue, reduced operational strain during irregular operations, and customers who come back happier. We close with what’s next, from AI-powered customer service to seat upgrade bidding that captures lost revenue and meets growing demand for comfort.
If you’re an airline leader, advisor, or frequent flyer who wants travel to feel less like roulette and more like a plan, this conversation shows how flexibility is becoming core infrastructure for modern air travel.
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🔥 Special Thanks to our Season 6 Title Sponsors for their Support: Holafly, Propellic, PayCompass, Kaptio, Civitatis and WeRoad
