A large number of fliers feel uninformed about their rights during flight disruptions, according to new research published by the United Kingdom’s Civil Aviation Authority. The research comes ahead of UK airports expecting large traffic during the summer.
Passengers’ discontent regarding disruption information
According to the research by the UK Civil Aviation Authority, only one in 10 passengers felt properly informed of their rights during flight disruptions. This comes as the number of passengers travelling through UK airports is expected to cross the pre-pandemic numbers of 23.8 million recorded in 2019.
The UK Civil Aviation Authority is helping people stay informed of their rights in such a scenario. It is also helping them comprehend how to help other passengers during disruptions. It is doing so through guides published on social media.
The research, which is a part of a larger programme to improve communication between customers and the industry, indicated dissatisfaction among nearly two-thirds of the passengers over proper communications. Furthermore, 57% of passengers expressed that they would have had a better experience if airlines provided more details during disruptions.
According to the research, it is critical to get it right during the first notification of disruptions, as nearly half (45%) of passengers expressed discontent over how disruptions were communicated early on. 57% of passengers said that they wished airlines provided more information, while 56% wanted more frequent updates. One third or 34% of passengers were content with the frequency of updates that their airline provided.
Claims for refunds or compensation are more likely to arise from dissatisfied consumers (36% more likely to claim) compared to those passengers satisfied with airlines’ communications (27% likely to claim). Additionally, seven% of passengers who faced a flight cancellation ended up cancelling their trip altogether.
Preferred communication channels
Customers highly prefer to be informed of such events over text, where 64% of passengers wanted information over SMS. This is primarily due to the lack of requirement for a functional internet.
Even as 92% of passengers stated that they check flight status prior to their arrival at the airport, 41% of passengers stated that they get to know about the disruption through speakers/boards.
UK Civil Aviation Authority’s plan to improve communication
The research is part of a program to improve industry communication with passengers. This has been created based on recommendations made by an independent review of the NATS air traffic control outage in 2023. This research will be followed by a compliance programme that will make sure that airlines meet their requirements to consumers during flight disruptions.
Selina Chadha, Group Director for Consumers and Markets at the UK Civil Aviation Authority, said:
“Flight disruption is often unavoidable in the complex global aviation system, but what our research shows is that there is a clear gap in what passengers expect from airlines, and what is currently being delivered.”
“When faced with disruption, passengers need to know what they are entitled to, and airlines need to give clear, timely information. Airlines that recognise the importance of good communication when something goes wrong can transform loyalty-damaging experiences into trust building moments that reduce passenger distress.”
Have you ever felt less informed during flight disruptions? Share your experience in the comments!
