Airline Communication with Passengers During Disruption

The CAA commissioned Yonder Research to undertake an independent, in-depth research project to build an understanding of the impact of existing industry practices and consumer preferences for communications during disruption.

Corrigendum notice

Following publication of this report, the authors identified five points that required clarification or update. These do not change the findings, conclusions or recommendations of the report and are listed below:
•             Page 7 - removal of the word ‘initial’ from the following statement: 36% of those dissatisfied with initial communication attempted to claim for compensation.
•             Page 8 - Replacement of the statistic ‘41% found out about their disruption through airport speakers / boards’ with the phrase ‘2 in 5’
•             Page 48 - Inclusion of the term ‘and third’ in the following phrase: ‘The reason for the disruption and rebooking options are a distant second and third.’
•             Page 55 - Replacement of the word ‘nearly’ with the term ‘around’ in the following phrase: ‘64% of passengers would like text alerts and this is highest amongst passengers over 45 years old (with around 70% preferring this channel vs. 53% of 18–24-year-olds)’
•             Page 56 - Updating language ‘for 18-24 year olds and passengers with children, the airline app is one of the two preferred channels for updated. 18-44 year olds are more likely prefer airline application and airline email over an in-airport communications’ from and 'any age child’ and ‘more likely to use’ . 
 
These amendments are not indicative of errors with the underlying data or data analysis and the data tables therefore remain as originally published.  Relevant written sections of the reports have been amended accordingly.

We regret any inconvenience this may have caused.