Report criticises airlines over complaint handling
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A new report commissioned by travel technology firm Amadeus has concluded that airlines should be more customer-centric when handling complaints over delays and cancellations.
The ‘Passengers first: Re-thinking irregular operations’ study, which was conducted by PhoCusWright, has said airlines need to put a far greater emphasis on the impact of missed or delayed flights on passenger experience.
According to the study, a new approach to handling delayed flights may change the way both airlines and passengers perceive irregular operations. The report recommends having a greater array of alternative options, which have the reason for travel specifically in mind. A tailored service could positively affect future booking behaviour.
Processes currently used today are too flight centric, the study says, rather than focusing on the customer themselves.
The report was made based on interviews with academics, industry professionals and a survey of 2,800 travellers from Australia, Brazil, China and the UK.
Global airline passengers’ most common frustrations
1. There was insufficient communication about what was happening
2. I was not offered any compensation
3. There was conflicting communication about what was happening
4. I was not able to fully achieve the original purpose of my trip due to the flight issue
5. I had to pay additional costs for alternative arrangements
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