Coming soon: 2026 Post-Summer Travel Disruption Report

Passengers are increasingly judging airlines not only on how quickly they recover operations, but on how effectively they support travellers when things go wrong. This is reflected in the fact that 57% arranged accommodation or transport themselves, while 20% said they were never offered accommodation or transport options at all.

The findings also demonstrate a clear commercial consequence. 37% are less likely to fly with the same airline again following poor disruption handling, while 74% of passengers are willing to pay more to fly with an airline that handled disruption well.

For airlines, disruption management is no longer just about operational recovery. It is increasingly becoming a key differentiator in customer retention, brand reputation and revenue protection.