People appreciate straight talk. I try to explain the problem without getting too technical…we have a hydraulic problem, for instance without going into the esoterics of the standby pump. Provide realistic timelines and updates for when a mechanic may show, how long the repair may take and continued status updates. Give regular updates even if there are no changes..every 20 minutes seems to work well. Be empathetic to customer needs and frustrations.

Be honest. Aircraft are machines and no matter how reliable they are, maintenance issues could occur. Safety of flying passengers is paramount and hence these need resolution before departure. What can PIC do? 1. Share the information and expected delays frankly in a language that is understood by passengers. 2. Keep updating the timelines with regular situation reports. 3. Get Crew to serve passengers on ground. Provide refreshments and allow passengers to visit the LAV. 4. If regulations permit, invite children to peek into the cockpit. 5. If PIC can come to the cabin and engage the passengers by making direct eye contact, it will have greater impact.

During aircraft maintenance delays, clear communication and customer care can make a big difference. Here’s what I think. 1) As soon as you know there's a delay, communicate early and clearly to passengers. Give specific, honest information about the cause, even if it's just "a maintenance issue is being resolved". 2) Set Realistic Expectations, letting passengers know about the estimated delay time, avoiding promising a specific departure time if you're unsure. Update them regularly, even if no change. Consistent updates show you’re attentive. 3) Most important, explain the Importance of safety, by emphasizing that maintenance is essential for their flight safety. This reassures passengers and underscores why the delay is necessary.