A recent study conducted by travel technology expert IBS Software and Aviation Business News highlights that an alarming 72% of aviation workers encounter verbal or physical abuse during travel disruptions. The study reveals that 55% of air travel workers have experienced a negative impact on their mental health due to flight disruptions.
Additionally, 47% report that these disruptions affect their work-life balance, as they frequently carry concerns from work into their home life.
To tackle these challenges, aviation workers stress the importance of adopting new technologies. According to the report, investments in Customer Relationship Management (CRM) systems (32%), artificial intelligence (25%), mobile apps (14%), and self-service tools (12%) are deemed essential for enhancing responsiveness to disruptions.
Key findings of the report
- Increase in Abuse: 71% of aviation workers report a rise in abuse from customers during disruptions, closely tied to customer frustration. Additionally, 73% of workers observe that customers become “furious or frustrated” during these times.
- Mental Health Impact: 55% of workers report that their mental health has suffered due to flight disruptions, with 47% noting that these disruptions adversely affect their work-life balance, often causing work-related stress to spill over into their personal lives.
- Resource Challenges: 82% of aviation workers feel they are dealing with inadequate resources to manage disruptions effectively. Despite these issues, 65% believe the industry handles disruptions reasonably well but struggles with providing accurate information and managing operations during these events.
- Customer Preferences: The study also finds that 62% of air travel workers believe that customers now select airlines based on their reputation for handling disruptions.