Airlines urged by regulator to improve flight disruption communications

Airlines must improve communications with consumers during flight disruption, the aviation regulator urged today ahead of what is expected to be the busiest ever peak summer.

 

The number of passengers passing through UK airports this summer is predicted to surpass the pre-pandemic 2019 figure of 23.8 million.

 

But just one in 10 passengers said they felt fully informed about their rights in the event of a flight disruption, new research from the Civil Aviation Authority found.

 

The study is the first stage of work being undertaken by the regulator which aims to improve industry communications with consumers during disruption.

 

The aim is to ensure affected passengers know their rights and receive the assistance that they are entitled to. 

 

“This partly stems from recommendations made by an independent review of the Nats air traffic control outage in 2023 and will be complemented by an upcoming compliance programme designed to ensure that airlines are meeting their obligations to consumers when they face disruption,” the authority said.

 

Consumer and markets group director Selina Chadha 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.” 

 

The CAA is helping passengers to be aware of their rights by publishing accessible guides on social media and reminding airlines of their responsibilities to look after passengers if something happens to their flight.

 

Other key findings from the research published include:

• Nearly two thirds of passengers expressed dissatisfaction with communications and over half (57%) of passengers felt that airlines providing more detailed information during disruption would have improved their experience.
• First notification is a critical moment to get right, with nearly half (45%) of passengers being actively dissatisfied with how the disruption they faced was initially communicated.
• 57% of passengers wanted more information during disruption, and 56% wanted more frequent communication - only one third (34%) of passengers were satisfied with the frequency of updates they received from their airline.
• Passengers who are not satisfied with their communications are more likely to claim for some form of compensation or reimbursement, compared to those who are satisfied with their communications (36% of those dissatisfied with initial comms attempted to claim for compensation, versus 27% of those satisfied).
• SMS text is the preferred channel at first notification of delay for 64% of passengers (as it does not rely on connection to internet which many passengers abroad may not have).
• Despite 92% of passengers claiming to check flight status before arriving at the airport, 41% found out about their disruption through airport speakers/boards.
• Nearly one in 10 (7%) of passengers who experienced a flight cancellation (not a delay) ended up cancelling their trip entirely.

Which? policy and advocacy director Rocio Concha said: "Which? has repeatedly exposed airlines that fail to properly communicate with passengers during periods of disruption, and this latest research shows how some airlines continue to treat both their passengers and their legal obligations with disdain.

 

"It’s clear that the last government’s passenger charter has failed to move the dial on airline behaviour, and that passengers desperately need a regulator with teeth, able to hand down substantial fines to airlines that repeatedly flout the law. 

 

“Reform is long overdue, so ministers must urgently act to equip the CAA with the enforcement powers it needs."