72% of airline and airport staff have faced abuse

Those who work in the aviation sector have found that 72% of airline or airport staff have been intimidated, physically hurt or shouted at during disruptions to customer travel. 71% of air travel workers say that they see an increase of staff being abused when disruption occurs. The number follows a similar pattern with that of customer anger; 73% of aviation workers see customers “furious and frustrated” when faced with travel disruption.

Research completed by travel technology company IBS Software and Aviation Business News has found that 55% of the travel sector workforce have seen their mental health affected negatively by the fallout of disruption. 47% of the workforce have said that disruption affects their work-life balance, as they are left thinking about the issues faced during worktime when they are back.

However, even though there is widespread customer frustration, 65% of airline or airport workers believe that the sector manages disruption well. They identified access to accurate information, the impact of disruption on operations and relaying information to customers as the top three challenges faced by airlines when disruption occurs. 

Ignoring these challenges can have a lasting impact on airlines, with 62% of air travel workers agreeing that customers now choose an airline based on its reputation for handling disruption. 

That said, airlines are stuck between a rock and a hard place, as 82% of aviation workers agree they are battling with fewer resources to manage disruption effectively. Respondents claim that technology will improve their ability to manage disruption, for example, investment in Customer Relationship Management (32%), artificial intelligence (25%), mobile apps (14%) and self-service tools (12%) will all increase responsiveness to disruption.

“It’s deeply concerning that so many air travel workers report an increase in abuse to mission critical staff during high stress events, and that most have experienced intimidation or even physical harm,” said Julian Fish, SVP & Head of Aviation Operations Solutions at IBS Software. “Airlines desperately need the resources to handle disruptions more efficiently, to improve passenger communication, and to alleviate the pressures placed on staff. Handling disruption efficiently provides airlines with a clear and demonstrable competitive advantage. Together, we can create a safer and more resilient travel industry for both passengers and staff.”