Our latest reveals more than half (57%) of disrupted air passengers who needed onward travel arrangements over the summer period organised it themselves.
The independent study of 1,250 disrupted air passengers in Europe found that 96% of those needing onward ground transport experienced at least one challenge, including long waiting times (41%), high transport costs (37%), safety concerns (22%) and difficulty finding accessible transport (19%).
Among passengers who were presented with transport and accommodation options, only 19% received them within an hour, despite 35% expecting support within that timeframe.
Ashley Seed, Chief Commercial Officer at CMAC Group, says: “Disruption management starts with the passenger and what they actually need in that moment. Two thirds (67%) of disrupted passengers believe support should extend beyond a refund or rebooking. That support includes arranging accommodation or getting them to a hotel, another airport, or their final destination. Airlines must respond in real time, with proactive solutions that fit the situation, rather than expecting passengers to work it out for themselves.”
The consequences of flight disruption extend well beyond inconvenience, with 41% saying they experienced significant stress or anxiety, 30% felt unsafe or uncomfortable because they did not know how they would reach their destination or accommodation, whilst 29% incurred unexpected costs and 22% lost part of their holiday.
How an airline handles disruption can influence future travel decisions as 37% of respondents say they are less likely to fly with that carrier again because of how the disruption was handled and three-quarters (74%) would pay more to fly with an airline they trusted to handle disruption well.
Seed adds: “Good disruption management has a positive impact on an airline’s bottom line. This starts with communicating proactively about what is known, what is being done, and when passengers can expect a solution. Technology can help airlines share information and even provide self-service options at scale, giving passengers the ability to make informed decisions rather than leaving them waiting in a terminal with no idea of what is happening. The solution may come later, but relieving the state of uncertainty doesn’t have to.”
For additional insight into the truth about travel disruption, pre-register to access the 2026 Post-Summer Disruption Travel report.