The instances of aviation sector employees facing threats at workplaces are on the rise, with a large majority – 72 percent – of airline or airport staff reporting that they have been intimidated, shouted at or physically hurt during disruptions to customer travel, a new survey revealed.
The survey, conducted by travel technology firm IBS Software and Aviation Business News, cited 71 percent of air travel workers saying they see an increase in staff being abused by customers when disruption occurs.
This number correlates closely with customer anger, as 73 percent of aviation workers see customers “furious or frustrated” in the face of travel disruption.
The research also found 55 percent of workers in the air travel sector have seen their mental health negatively impacted by the fallout of flight disruption.
“What’s more, 47 percent said that disruption affects their work-life balance, as they often think about issues faced during the day when they get home from work,” said the survey carried out by independent research firm Edge Insight among aviation sector employees across a range of roles, and positions.
Europe accounted for the largest number of respondents (38 percent), followed by North America (24 percent), APAC (16 percent) and the Middle East (9 percent).
The survey, however, found a silver line of hope, with 65 percent of airline or airport workers think the airline industry manages disruption well, despite widespread customer frustration. “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,” IBS Software said.
It said ignoring these challenges can have a lasting impact on airlines, with 62 percent 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 percent of aviation workers agree they are battling with fewer resources to manage disruption effectively, the survey said.
“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,” Fish said.
The IBS senior executive said handling disruption efficiently provides airlines with a clear and demonstrable competitive advantage.
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