Airlines must focus on passenger, not timetable

Airlines need to make service disruptions work for the passenger rather than the flight schedule, according to a global report from PhoCusWright commissioned by Amadeus.

One in five travellers surveyed said that delays and cancellations meant the purpose of their trip was unfulfilled.

The report suggests that airlines should understand the passenger’s reason for travel in order to respond efficiently and minimise frustration.

“There is a strong argument that passenger insight and choice should be integrated into the irregular operations process,” Amadeus IT head of airlines operations strategy Patricia Simillon said.

One-third of passengers vent their frustrations about delays and cancellations on social media, and it is hard to measure reputation damage.

“When travellers post negative messages on Twitter or decide never to book with a particular carrier again after being kept waiting for several hours at the airport, this results in an indirect loss of revenue for airlines,” PhoCusWright market analyst Norm Rose said.

Airline staff must be transparent as well as offer “intelligent re-accommodation” in order to maintain passenger loyalty.

Insufficient communication is the most common gripe among delayed passengers, followed by a lack of compensation, conflicting communication and having to pay for alternatives.