When a delay begins, airlines report that Net Promoter Scores (NPS) start to decline.
Airlines can slow the rate of decline by providing timely messages. However, without offering a direct solution, between 30 minutes and 60 minutes NPS will turn negative.
The passenger experience of minor delays (sub-one hour) can be largely stabilised by clear messaging. Once a delay exceeds 1 hour, airlines need to offer a solution or other corrective measures, relevant to the delay duration, to lessen the negative impact on the passenger experience.
This could be as simple as a free cup of coffee, lounge access, a meal; or more substantial like accommodation with ground transportation, upgrade and so on.
The good news is that on average, less than 1 in 13 flights (< 8%) is disrupted by a medium delay, major delay, or cancellation.
However, it is the passengers on this small percentage of disrupted flights that create almost 100% of the negative media that leads to customer churn.
We call this segment of disrupted flights an airline’s ImPax Percentage.
There are a number of aviation reports that analyse irregular operations (IROPS), including their effect on airline scheduling, crew, on-time-performance and more.
However, the Airline ImPax Report analyses airline disruptions from the perspective of the impact on the passenger experience with the aim of helping airlines better focus their recovery operations.
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