- 55% of aviation workers' mental health has been negatively
impacted by flight disruption
- 82% of aviation workers agree that they are battling with
fewer resources to manage disruption effectively
LONDON, July 25,
2024 /PRNewswire/ -- Aviation workers say that
72% of airline or airport staff have been intimidated, shouted at
or physically hurt during disruptions to customer travel.
Shockingly, 71% of air travel workers say they see an increase in
staff being abused by customers when disruption occurs. This number
correlates closely with customer anger, as 73% of aviation workers
see customers "furious or frustrated" in the face of travel
disruption.
Research conducted by travel technology specialist IBS
Software and Aviation Business News finds that 55% of
workers in the air travel sector have seen their mental health
negatively impacted by the fallout of flight disruption. What's
more, 47% say that disruption affects their work-life balance, as
they often think about issues faced during the day when they get
home from work.
Encouragingly, despite widespread customer frustration, 65% of
airline or airport workers think the airline industry manages
disruption well. However, they identify access to accurate
information, the impact of disruption on operations and getting
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."
ABOUT IBS SOFTWARE
IBS Software is a leading SaaS solutions provider to the travel
industry globally, managing mission-critical operations for
customers in the aviation, tour & cruise, hospitality, and
energy resources industries. IBS Software's solutions for the
aviation industry cover fleet & crew operations, aircraft
maintenance, passenger services, loyalty programs, staff travel and
air-cargo management. Across the hospitality sector, IBS Software
offers a cloud-native, unified platform for hotels and travel
sellers, including central reservation (CRS), property management
(PMS), revenue management (RMS), call centre, booking engine,
loyalty and distribution. For the tour & cruise industry, IBS
provides a comprehensive, customer-centric, digital platform that
covers onshore, online and on-board solutions. Across the energy
& resources industry, we provide logistics management solutions
that cover logistics planning, operations & accommodation
management. The Consulting and Digital Transformation (CDx)
business focuses on driving digital transformation initiatives of
its customers, leveraging its domain knowledge, digital
technologies and engineering excellence. IBS Software operates from
17 offices across the world.
Further information can be found
at www.ibsplc.com Follow us: Blog
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Research methodology
The survey was carried out in conjunction with Aviation Business
News and independent research firm Edge Insight over three weeks
from June 18 to July 8 2024. Over 95%
of respondents work in the aviation sector, across a range of
roles, and positions mainly from senior to middle management. 44%
of all respondents work in customer facing roles. Europe accounted for the largest number of
respondents (38%) with North
America next (24%) followed by APAC (16%) and Middle East (9%).
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SOURCE IBS Software