ASSESSMENT ON AIRLINES TREATMENT TO PASSENGERS’ FLIGHT DELAY: BASIS FOR IMPROVEMENT PLAN

Abstract

In the Philippines, air travel has become a vital mode of transportation for both business and leisure. As the demand for flights continues to rise, flight delays have become a more common issue, leading to a range of negative consequences for both passengers and airlines. For airlines, delays can result in significant financial losses, customer dissatisfaction, and damage to their reputation. Additionally, frequent delays may harm the overall efficiency of the aviation industry, affecting its contribution to the country’s economic growth.  Airswift Airlines, one of the notable players in the Philippine aviation sector, faces the challenge of managing delays while striving to maintain high service standards and operational efficiency. With air travel growth on the rise, airlines like Airswift are continuously adapting to minimize delays and mitigate the adverse effects they can have on passengers and the airline’s brand. This study uses a quantitative descriptive research method to address specific questions by collecting numerical data and factual information. It focuses on assessing the experiences of twenty-eight (28) airline passengers who have encountered flight delays. The research will explore the issues faced by these passengers, the actions taken by airlines to address the delays, and propose potential solutions to minimize or eliminate such delays. A survey questionnaire will be developed to gather responses, which will include interpreting the questions, collecting relevant data, making preliminary judgments, and refining the responses. This survey will be distributed to a selected group of airline passengers for completion. The primary objective is to gather opinions and feedback from travelers who have experienced delays, focusing on their views about the airline’s communication, compensation policies, and overall customer service during delays. The findings of the study revealed that respondents view flight delays as having a considerable impact on their overall travel experience. Among the most pressing concerns, passengers prioritize air traffic congestion and adverse weather conditions as the primary factors contributing to delays. Baggage-related issues were considered of moderate importance, while aircraft unavailability and maintenance problems ranked lower in terms of concern. To enhance the passenger experience, airlines and airports should focus on effectively addressing these primary concerns. This includes optimizing air traffic management, improving communication strategies, and ensuring timely responses to each category of issues, ultimately leading to greater customer satisfaction and smoother travel experiences. This study investigates the importance of improving communication and providing timely updates during weather-related flight delays. The research emphasizes that both airlines and passengers should actively check real-time information before their travels and stay aware of possible delays caused by weather conditions. To effectively manage these delays, passengers are encouraged to plan their trips with flexibility and engage in proactive communication with airlines to better handle any unexpected changes or disruptions.