When is bad, bad enough for you to do something about it?
If you are looking to go down the path of Proactive Experience Recovery 2 of the things you need to decide on early in the process are: Triggers & Thresholds.
Trigger - What is the bad thing that might happen?
Threshold - How bad does it need to be for us to do something about it?
There is a difference between a flight being delayed for 10 minutes and a flight being delayed for 10 hours.
I've got a whole 19 step methodology with a 6 step implementation plan for PXR - if you're interested in it DM me and I'll send it for free.