Aviation White Paper

Key highlights of this report:

• Passenger expectations are higher than ever

  Travellers now expect updates and solutions in under 44 minutes, yet the average airline response takes almost twice as long. For those with accessibility needs, the wait is often even longer. This gap is straining trust and loyalty. Airlines that respond quickly, communicate clearly, and provide empathetic, inclusive support can close this expectation gap.

• Balancing automation and human support

  Passengers are increasingly open to using digital tools to book alternative transport or accommodation during disruption. Nearly seven in ten now take advantage of links, apps, or websites when offered, and satisfaction with these tools is rising, though the desire for human support remains strong. While 25% of passengers would opt for fully digital handling, most still prefer a hybrid approach, blending automation with human assistance. Three-quarters of travellers believe humans provide something technology cannot replicate, underlining the continued importance of personal interaction. By integrating intuitive self-service tools with attentive human support, airlines can handle disruptions efficiently while building trust and confidence at every stage of the journey.

• The changing cause of disruption

  Passenger perception is that disruption has increased, and the drivers are also evolving. Where operational issues once dominated, passengers now point to technical failures, strike action, and severe weather as the leading causes. This highlights just how unpredictable disruption has become and why agile, scalable solutions are essential.

• Building loyalty through better disruption management

  When airlines make it easy for passengers to rebook onward transport and accommodation, hours of uncertainty can be reduced to minutes. By combining resilient operations, intuitive self-service tools, and empathetic human support, airlines can ensure passengers feel cared for while safeguarding their reputation and strengthening long-term loyalty.