Dealing with prolonged maintenance delays in aviation. How can you effectively manage passenger expectations?
In aviation, prolonged maintenance can test passengers' patience. To keep the skies friendly, consider these approaches:
- Proactively update passengers about delay statuses and anticipated wait times.
- Offer compensation or amenities to mitigate frustration.
- Engage in active listening to acknowledge passenger concerns and demonstrate empathy.
How do you approach maintaining customer satisfaction during unexpected delays?
Dealing with prolonged maintenance delays in aviation. How can you effectively manage passenger expectations?
In aviation, prolonged maintenance can test passengers' patience. To keep the skies friendly, consider these approaches:
- Proactively update passengers about delay statuses and anticipated wait times.
- Offer compensation or amenities to mitigate frustration.
- Engage in active listening to acknowledge passenger concerns and demonstrate empathy.
How do you approach maintaining customer satisfaction during unexpected delays?
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One of the things that I found during my travels is most of the passengers are not aware about the reasons for the delays. They only think it's the airlines fault. But I think we should update them about the actual reason for the delay whether it's maintenance delay, operation delay or due to the ATC. Maintenance delay mostly happened in the transit base where engineers have less time to attend the snag. So in those cases Airlines should update the delay time to the passengers.
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While informing passengers with the reason for delays and estimated waiting time followed by sincere apologies is the #1 priority deed to do, working on protection plans is more important step to take since such delay could have multiple chain effects to passengers such as missing connection flights, missing arranged meetings or urgent project bids and other high value deals. Connecting passengers on other airlines who have interline and/or SPA agreements meets customer expectation and builds customer confidence which is good for retention.
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Passenger should always be updated with latest developments which affect their travel. After all it is their hard earned money and when they purchase a ticket, they become the owner and airlines should treat them as the same. There may be delay due to prolonged maintenance activity, but that should be conveyed to passengers. Today's customers are smart. They know the delay is not common and some significant maintenance activity might be in process due to which flight is delayed. We, as a Airline operator, should brief the customer about our concern of their safety and the significance of the ongoing maintenance activity without creating unnecessary panic.Customer's attention may be diverted by giving them free coupons for Coffee/tea/snacks.
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To maintain customer satisfaction during delays, it’s key to communicate transparently and supportively, as delays often result from factors beyond the airline’s control—such as weather, air traffic, or security checks. Airlines can manage delays effectively by providing real-time updates through multiple channels, ensuring passengers understand the reason and timeline. Passengers should be offered access to lounges, meal vouchers, or hotel accommodations for extended delays, depending on the delay length. Options for rebooking and compensation when applicable are also essential. This thoughtful approach builds trust, turning potential frustration into a positive experience and reinforcing customer loyalty.
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J’avais pris l’habitude sur Moyen Courrier, de faire une annonce pour inviter les enfants à visiter le poste de pilotage. Rien que le mot ??enfant?? prononcé au public-adress permettait de faire retomber la pression des passagers pendant un bon 40min…