A new study highlights a concerning trend in the aviation industry, revealing that 72% of airline or airport staff have experienced intimidation, verbal abuse, or physical harm during travel disruptions. The research, conducted by travel technology specialist IBS Software and Aviation Business News, underscores the growing challenges faced by aviation workers, with 71% reporting an increase in customer abuse during disruptions. Additionally, 73% of aviation workers observe that customers often display anger and frustration when their travel plans are disrupted.
The impact on staff extends beyond the immediate threats, as 55% of workers in the air travel sector report that their mental health has been negatively affected by the fallout from flight disruptions. Nearly half, 47%, say that these disruptions interfere with their work-life balance, causing them to dwell on job-related issues even after their shifts end.
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Despite the high levels of customer frustration, 65% of airline and airport workers believe the industry manages disruption well. However, they identify three primary challenges: access to accurate information, the operational impact of disruptions, and timely communication with customers. Addressing these challenges is crucial, as 62% of air travel workers agree that an airline’s reputation for handling disruptions influences customer choice.
Julian Fish, SVP & Head of Aviation Operations Solutions at IBS Software, emphasized the need for better resources and technology to support staff during high-stress events. “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,” he said. “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.”
The study also found that 82% of aviation workers believe they are struggling with fewer resources to manage disruptions effectively. They suggest that investment in technology, such as Customer Relationship Management systems (32%), artificial intelligence (25%), mobile apps (14%), and self-service tools (12%), could significantly enhance their ability to respond to disruptions.
About IBS Software
IBS Software is a leading SaaS solutions provider for the global travel industry, managing critical operations in aviation, tour and cruise, hospitality, and energy resources. The company’s aviation solutions cover fleet and crew operations, aircraft maintenance, passenger services, loyalty programs, staff travel, and air-cargo management. In the hospitality sector, IBS offers a cloud-native platform for hotels and travel sellers. For the tour and cruise industry, it provides a digital platform for onshore, online, and on-board solutions. IBS also offers logistics management solutions for the energy and resources industry. With 17 offices worldwide, IBS Software supports digital transformation initiatives through its Consulting and Digital Transformation (CDx) business.
Further information can be found at www.ibsplc.com. Follow IBS Software on their blog, Twitter, LinkedIn, Facebook, and Instagram.
Research Methodology
The survey was conducted in collaboration 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, primarily in senior to middle management positions, with 44% in customer-facing roles. The largest number of respondents were from Europe (38%), followed by North America (24%), APAC (16%), and the Middle East (9%).
Source: 72% of Aviation Workers Face Verbal or Physical Abuse During Travel Disruptions
