BUSINESS NEWS


Airlines’ communications about disruption are rated ‘poor’ or ‘very poor’ by 38% of passengers


Flyers criticise airlines’ response to disruption


Poll finds 82% of passengers want to be able to speak to someone. By Ian Taylor Two in five passengers (39%)


The majority of airline passengers want to speak to someone when their flight is delayed or cancelled rather than receive automated information. That is according to research


by flight disruption management group CMAC, which surveyed 1,100 UK adults in early summer who had flown in the past year. More than half (54%) had


experienced flight disruption in the previous 12 months – with half of these suffering delays in excess of three hours and one in 10 respondents


48 19 OCTOBER 2023


delayed for more than 12 hours or failing to reach their destination. Two out of three (63%) agreed


automated technology had improved the experience at airports, but 82% wanted to deal with a person when their flight was delayed or cancelled. The research found airlines failed


to support disrupted passengers adequately. Not quite half (47%) of those requiring alternative transport arrangements had help from their airline, while 53% made their own arrangements or had them made by another member of their group.


entitled to overnight accommodation reported being supported by their airline, but 61% made their own arrangements or had a member of their party do so. Airlines’ communications were


rated ‘poor’ or ‘very poor’ by 38% and only one in three (32%) said they received communication from staff on the ground. Three-quarters (77%) agreed they would “like greater levels


Continued on page 46 travelweekly.co.uk


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