Flight delays and cancellations are an unavoidable part of air travel - but for business travellers and the organisations that rely on them, the consequences and impact linger long after leaving the airport.
CMAC’s latest Aviation Disruption Whitepaper surveyed 1,100 air travellers and the findings revealed a significant increase in disruption frequency and a major shift in the causes, which are often out of the airlines control.
But the true cost of irregular operations for businesses is not only lost time - It’s the lasting reputational impact.
Corporate travellers face elevated stress levels, lose more sleep, and nearly a third miss important meetings. This leads to lost contracts, missed opportunities, damaged relationships and a dissatisfied workforce.
In our latest blog, we explore what the data tells us about how disruption truly affects the corporate travel world - and how businesses can mitigate these risks to boost employee loyalty and wellbeing.
The personal and business impact of delays
For individual travellers, delays might mean hours stranded in an unfamiliar airport or a night spent in unexpected accommodation. For businesses, it results in missed deals, reduced productivity, and additional cost implications.
75% of passengers experienced a delay or cancellation in the last 12 months - disrupting key plans and business commitments. The financial implications of this are immediately obvious - from rebooking transport and accommodation to compensating for lost working time - but the longer-term impact is more detrimental.
The quality of disruption management directly affects both employee wellbeing and corporate reputation, however, having an efficient, passenger-focused solution in place, transforms a negative situation into a moment of trust and loyalty.
The emotional impact of disruption
Behind every irregular operation is a traveller who feels anxious, stressed, or frustrated. Business travellers, in particular, often face the additional pressure of representing their organisation, managing client expectations, or meeting critical deadlines.
Latest research from CMAC Group revealed that 74% of passengers expect communication within an hour. Nearly half expect it within 30 minutes - yet only 18% receive a response that quickly.
Poor communication and a lack of visible support can leave passengers feeling abandoned and overwhelmed.
When airlines and travel partners take ownership - providing timely updates, seamless transfers, or comfortable transport and accommodation - they begin to alleviate the logistical challenges and the emotional strain of disruption.
People remember how disruption feels
It’s often said that passengers forget the flight, but remember the disruption.
Travellers’ most memorable recollections aren’t of smooth journeys - but how they were treated when things went wrong. These moments shape future travel decisions, influencing long term perceptions. For corporate travellers, it can also impact company loyalty - with employees associating their travel experience with the airline, alongside their employer’s duty of care.
The rise in digital tools for corporate travellers
Digital tools are redefining disruption management. Today, one in three passengers receives a self-service link during disruption - and 69% actively use it. Among business travellers, adoption rates are even higher, reflecting a growing expectation for seamless, tech-enabled support.
The impact is clear - travellers feel more informed, empowered, and in control, even when plans change unexpectedly.
- 85% found the self-service process easy to use
- 94% received a choice of hotels and/or transport options
- 63% were satisfied with the overall outcome
For businesses and TMCs, this shift signals a new standard in traveller care - one where digital convenience and real-time solutions drive satisfaction and operational efficiency - balance this with proactive, empathetic communication to fully optimise corporate travel strategies for winning results.
When disruption strikes, fragmented taxis cost
When aviation disruption hits unexpectedly, businesses often scramble to rebook travel and arrange ground transportation for stranded employees. In these high-pressure moments, many organisations still rely on fragmented taxi bookings, with individual travellers sourcing rides independently.
This disjointed approach can quickly become costly and inefficient, leading to increased expenses, inconsistent pricing, and a lack of visibility into overall travel spend. Fragmented bookings create logistical headaches for travel managers trying to track employees and ensure safe, timely arrivals.
Using a single managed ground transport solution centralises and simplifies bookings, offering transparent cost control, consolidated billing, and real-time insights into employee movements.
Turning disruption into a moment of care
The findings from the latest Aviation Disruption Whitepaper make one thing clear: disruption is inevitable, but corporate travel dissatisfaction doesn’t have to be.
By selecting the right transport partner that handles everything from the first and last mile, businesses and TMCs can alleviate unnecessary complexities, facilitate rapid response, enhanced communication, and uphold passenger wellbeing standards.
CMAC Group coordinates end-to-end managed transport and accommodation services providing a single, reliable solution that improves safety, visibility, and duty of care while ensuring cost control through real-time tracking and consolidated billing.
Having 24/7 global support 365 days a year allows for quick action during flight delays or schedule changes - meaning employees can travel with confidence, wherever they need to go. This also means there is less reliance on fragmented bookings of taxis and accommodation.
A more simple, consistent and reliable experience means employees can travel with confidence - wherever they need to go.
To learn more about how passengers experience aviation disruption, and what businesses can do to better support them, download the whitepaper: Airline Consumer Research Report| CMAC Group