An unexpected flight cancellation can cause havoc to a carefully scheduled itinerary. However, an unexplained and unexpected flight cancellation can cause havoc coupled with frustration which in turn can be a lethal travel combination! This week our members discuss whether a passenger has the right to know the reasons for flight cancellations.
Many members felt that paying customers have an innate right to know the reasons why the service they have paid for will not be provided. An unexplained cancellation is likened to a broken contract. Further, some members feel that the real reasons ought to be disclosed. For example, if a flight is cancelled due to operational reasons such as not enough seats being sold this needs to be revealed. Another member points out that in order to be covered by some travel insurance policies, a reason would need to be provided by the airline. Another simple and often overlooked reason is that it is good customer relations to keep passengers informed!
Some members feel that too much information can create difficulties. One member feels that passengers do not need detailed or specific information as the reasons could be quite technical. Further, it is noted that the team member tasked with delivering the bad news may not be fully informed themselves. One member rather cynically opines that airlines don’t have to provide specific explanations because few passengers are going to demand a refund whilst stuck at their departure point. Most passengers are likely to grin, bear it and wait for the next available flight.
Follow the discussion HERE.