Despite growth in global passenger numbers, CMAC Group research at the 2023 World Aviation Festival shows that the challenge of flight delays continues to impact airline loyalty.
AMSTERDAM – A year after ground transportation and accommodation specialist CMAC Group published a report on passenger experiences with flight disruptions, delays remain a challenge for airlines. At the 2023 World Aviation Festival, CMAC Group released independent research highlighting the impact of airline travel disruptions on passenger loyalty. According to the report, 78% of travelers experienced delays, with half lasting more than three hours. Additionally, 10% suffered delays of more than 12 hours or did not reach their destination.
More than 12 months later, global passenger numbers have increased by 8% compared to July 2023. This, along with supply chain bottlenecks and airport capacity issues, puts increased pressure on airlines to meet current travel demand while grappling with existing operational challenges.
Peter Slater, CEO of CMAC, said: “Airlines are still under equal or greater stress when it comes to managing delays and disruption as we stage another global aviation festival, only this time more travelers are flying every day. With the number of passengers increasing significantly this year, flight disruption remains a concern among travelers. In order to do so, we must focus on ensuring that passengers are adequately supported in the event of delays.”
Importantly for airlines, research shows that 46% of passengers say they are less likely to fly with the same airline again after experiencing a poorly managed disruption.
Mr Slater continued: “While technology has a big role to play in airlines responding to disruptions, our research shows that the overwhelming majority (82%) would not rely on an automated solution if their travel plans were disrupted. “Giving airlines a key competitive advantage is gaining consumer trust and actually taking charge when a flight is canceled or delayed.” It is clear that being willing to work with others to solve problems remains important. ”
Vicky is the co-founder and editor-in-chief of the TravelDailyNews Media Network. She is also responsible for day-to-day operations and financial policy. She holds a Bachelor’s degree in Tourism Business Management from the Athens University of Technology and a Master of Business Administration (MBA) from the University of Wales.
She has many years of experience in the travel industry, both academic and industry. She has written/edited numerous articles in various tourism magazines.
