Passengers Express Growing Concerns About Flight Disruptions
Travelers heading to airports today often feel a looming threat of travel disruptions, fueled by repeated headlines about flight cancellations and delays. A new report from ground transport provider CMAC, based on a survey of over 1,000 travelers in the United Kingdom who booked round-trip flights, sheds light on the increasing concerns and expectations of passengers regarding flight disruptions. Here are key findings from the report:
Perceived Worsening Disruptions: Nearly two-thirds of respondents believed that flight disruptions have worsened, with 78% of those surveyed reporting personal experiences of flight disruptions.
- Root Causes of Disruptions: Respondents cited the COVID-19 pandemic as a primary cause of disruptions. However, other factors such as crew shortages, crew strikes, cost-saving measures, and overbooking were also perceived as problems contributing to flight disruptions.
- Economic Costs: Flight disruptions come with tangible economic costs. In 2022, they cost the United States up to $34 billion, Europe up to $32 billion, and Australia $1.5 billion. These costs include expenses such as hotel stays, airport food, fuel, staffing, and accommodating flight cancellations.
- Environmental Impact: Flight disruptions result in environmental costs, contributing to 9 million tons of additional CO2 emissions in 2022, equivalent to 1.3% of the aviation industry’s full CO2 footprint for the year.
- Technology vs. Human Touch: While technology has streamlined air travel, passengers believe a human touch is essential when disruptions occur. Real people available to assist passengers during disruptions can offer a crucial competitive advantage for airlines.
- Consumer Confidence: Passengers are keeping disruptions in mind when choosing airlines. Nearly half of the survey participants stated that they would be less inclined to fly with the same airline in the future after experiencing a disrupted flight. Many passengers felt that airlines were not adequately helpful in arranging alternative transportation or accommodations during disruptions.
Overall, the report highlights the need for airlines to improve their response to disruption events, provide better support to passengers, and consider a combination of technology and human assistance to address the challenges of flight disruptions.
Sources: AirGuide Business airguide.info, msn.com, CMAC