71% of UK adults have experienced a flight delay or cancellation in the last 12 months
IBS Software finds delays over 64 minutes angers Brit holidaymakers
IBS Software has revealed research that indicates delays of 64 minutes anger nearly three quarters of UK holidaymakers.
As many as 71% of Brits who have travelled abroad in the last year had a flight either delayed or cancelled, with a further 45% admitting they worry future travel plans will be disrupted.
The research indicates that transparent and timely communications from airlines is vital in minimising the impact of flight disruption for passengers.
58% of those affected by delays have struggled to find out why their plans have been thrown into turmoil, while 16% head straight to social media to complain about the airlines.
Of the respondents, 61% don’t always feel flight delays or cancellations are explained properly to passengers, with 45% becoming frustrated because they haven’t been informed about how the issues the airlines are experiencing will be resolved.
However, 84% of holidaymakers would be more understanding when it comes to delays or cancellations if the airlines were transparent about the issues they are encountering.
The knock-on impact of flight delays is also now causing holidaymakers to reconsider their travel plans.
UK travellers said that if their flights were badly disrupted again this summer, 26% said they would reconsider the airline they use, 18% said they would be more likely to opt for a staycation that didn’t require air travel and finally, 16% said they’d consider alternative modes of transport.
The research found that 31% of passengers who have experienced flight delays or cancellations have received compensation for the problems they incurred.
However, of those who have, more than half said it didn’t make up for missing out on the precious holiday time lost.
Philip Hinton, SVP of IBS Software, said: “Adverse weather, secondary delays and other operational issues are a daily challenge for airlines, but the industry can help regain confidence with passengers by using advanced technology to reduce the impact of disruptions in a faster and more effective way and to communicate clearly with the passengers.
“The research shows a significant number of passengers would be more understanding with a delay if they were just kept in the loop. Too often the legacy IT systems that many airlines use can exacerbate delays.”