Recent research conducted by CMAC Group unveils the frustrations of UK travellers, with almost half indicating that they have been deterred from flying with certain airlines due to frequent delays or cancellations.
In a survey of 1,100 UK adults travelling for work or leisure, over half reported experiencing disruptions in the past year. The study reveals that significant flight delays were the most common issue, affecting 78% of respondents, followed by cancellations and flight diversions.
Of those affected, nearly half endured delays lasting less than two hours, while 23% faced delays exceeding five hours. Shockingly, 10% experienced delays of over 12 hours or were unable to reach their destination altogether. Despite the inconvenience, a staggering 61% of respondents who required temporary accommodation received no support from the airline, forcing them to make arrangements independently or through their travel companions.
Neil Micklethwaite, Executive Board Advisor at CMAC Group, acknowledged the challenges faced by airlines, such as weather events or security threats, beyond their control. However, he emphasized the critical importance of effective management in mitigating the impact of disruptions and enhancing passenger satisfaction. Micklethwaite stressed the need for airlines to prioritize communication, provide timely updates, and invest in human resources to address customer concerns.
The research, conducted by an independent research house on behalf of CMAC Group, underscores the urgent need for airlines to improve service quality and responsiveness to passenger needs. With an increasing demand for enhanced travel experiences, the findings highlight the importance of industry-wide efforts to address customer concerns and rebuild trust among travellers.