In celebration of Women in Tech Day, we spoke with Rachel Brady, CMAC Group’s Director of Product and Business Improvement, to explore how CMAC is using technology to tackle airline disruption response and improve passenger experience.
Disruption is an inevitable part of travel, but the way it’s handled can make all the difference to passengers. From weather events to system failures, such as the 2024 CrowdStrike global IT crash and Heathrow Airport’s power outage in 2025, carriers are continually tested in their ability to respond efficiently and protect both their operations and brand reputation.
At CMAC Group, Rachel is leading the charge to help operators respond faster and smarter, investing time in understanding CMAC’s solutions and its customers’ needs.
She joined CMAC in 2017 as an Account Manager, working closely with existing clients. During this time, her drive to understand the product and its users quickly led to a promotion to Head of Product. With an MBA focused on Operational Management, Rachel brings a deep understanding of process efficiency – something she’s applied to develop solutions that solve real problems for customers and suppliers.
Now as Director of Product and Business Improvement, Rachel and the team are building tools that provide aviation partners and their passengers with more control during operational challenges.
Solving disruption with self-service technology
Travel delays can be stressful, frustrating experiences for passengers. Long queues, uncertain wait times and lack of clear communication often add to the chaos. CMAC Group’s aviation whitepaper found that 66% of travellers believe flight disruption has increased in recent years, with 46% noting that their experience of the incident and service they received has made them less inclined to fly with the airline involved.
Rachel explains, “We’re focused on empowering airlines. Giving their passengers tools to manage hotel and transport needs during periods of disruption transforms the entire experience.
“As service interruption becomes more frequent, having a flexible, scalable technology solution is key. It significantly reduces pressure on airport and carrier staff, allowing teams to concentrate on the resolution.”
Key benefits for airlines and their passengers
Rachel and the Product and Development teams recently delivered CMAC Group’s self-service booking tool for disruption management (Smartlinks). This is designed to assist operators in managing passenger ground transport and re-accommodation – resulting in quicker response times, even during mass travel delays.
With access to real-time tools, travel providers can offer passengers a seamless way to book alternative transport or accommodation instantly and independently. Rachel says, “Automated self-service systems can handle thousands of requests simultaneously, meaning teams are free to handle more complex or urgent passenger needs. It’s a win-win that improves the overall service experience.”
Through Smartlinks, passengers receive live updates, alerts and travel status notifications regarding their ground transport or re-accommodation bookings, keeping them informed and confident in their decisions during disruption. This level of transparency enables airlines to reduce inbound enquiries and provide passengers with a sense of control over the situation.
Rachel notes that, “CMAC’s aviation technology is flexible. Operators can set the rules for peace of mind and cost control during disruption, and we offer 24/7 offline support through our specialist control centres.”
Smartlinks also provides airlines with data insights – tracking spend, uptake and user behaviour, while supporting compliance with EU261 regulations. It was developed in response to direct industry feedback, with the goal of reducing manual intervention, improving response times and protecting brand loyalty.
The technology can be integrated directly into booking systems via API, accessed through the airline passenger app or offered as a stand-alone web portal. This streamlines back-end processes to make disruption management more efficient and cohesive.
Celebrating women in tech
Rachel’s work is a great example of how women in tech are making a real difference across the aviation sector.
She and the CMAC team are continuing to refine these tools, ensuring they evolve in line with passenger and customer expectations, as well as industry demands. “It’s all about creating smarter, simpler solutions,” she says. “We’re helping airlines turn unplanned delays into moments of care and control.”
At CMAC, we’re proud to celebrate women in technology and Rachel’s story is a powerful reminder of the impact that passionate, innovative leadership can have, not just within a business, but across an entire industry.