If you travel for a business, or even for vacation, you have a 20% chance of being delayed when traveling by an airplane (some of you are thinking to yourselves right now that the number should be much higher). A recent PhoCusWright study shows that while this is an alarming number, what is even more frustrating to travelers is the overwhelming lack of communication by airline personnel.
There are many times when a TravelPlex counselor has been alerted to a delay or cancelled flight, made a new reservation, and contacted the traveler before they even knew there was a delay at all. One time a traveler told us that she was at the counter trying to change her seat and got our e-mail about the cancelled flight. She asked the gate agent if the flight had been canceled and the airline employee assured her that the flight was scheduled to depart in 30 minutes. A few minutes later the news of the cancelled flight came over the PA system. Many travelers were stranded, but not the TravelPlex client. This scenario is not a rarity anymore.
For more information on this as well as suggestions made to the airline, PLEASE – read on…
Study: Air issues keep one in five travelers from fulfilling trip
Airline delays and cancellations keep almost one in five travelers from fulfilling their trip, and the airline industry needs to take a fresh look at the way it handles these events, says a new study released today by PhoCusWright and Amadeus.
"Passengers First: Re-Thinking Irregular Operations" argues that the airlines need a more customer-centric approach.They need to communicate better about what is happening and provide more alternative choices for travelers, taking into account the individual reasons they are traveling to help get them where they want to go.
The study found that delayed or canceled flights kept 18% of all passengers worldwide, and a third of all passengers in China, from fulfilling the purpose of a trip booked in the past year, and that the most common frustration was insufficient communication.The study interviewed leading academics, industry trade organizations, global airlines, and 2,800 travelers from Australia, Brazil, China, the U.K. and the U.S.
Global airline passengers' most common frustrations
1. There was insufficient communication about what was happening.
2. I was not offered any compensation.
3. There was conflicting communication about what was happening.
4. I was not able to fully achieve the original purpose of my trip due to the flight issue.
5. I had to pay additional costs for alternative arrangements.