Despite the highest load factors in history and a summer travel season that saw one-quarter of all domestic flights delayed, more than half of air passengers don't expect to encounter problems with their flight experience, according to Travelocity's most recent air travel survey. With a busy holiday travel season and unpredictable winter weather ahead, air passengers still plan to take to the skies but may need to formulate a more realistic picture when it comes to their journeys.
Travelocity’s poll of more than 1,300 travelers shows consumer expectations are often out of line with airline policies when something goes wrong. When asked what they considered an “excessive” amount of time to be held up on the tarmac, 55 percent said 30 minutes would be excessive; the vast majority (95 percent) after waiting an hour, but only a few airlines make any promise of compensation for grounded flights – and then only after several hours.
The vast majority of respondents also expect some type of reimbursement when more than a two-hour delay or cancellation occurs, an expectation that’s often not met by the airlines, especially in the case of winter weather.
When weather is a factor in delays, airlines offer nothing beyond assistance in rebooking on a later flight – which may be a challenge due to extremely full flights.
"There can be a disconnect between what travelers expect and what they actually get for compensation when trips don't go smoothly," says Amy Ziff, Travelocity's editor-at-large. "The best way to avoid frustration during travel is to have realistic expectations."
Though 94 percent expect beverage service if a flight sits on the tarmac for an excessive amount of time and 87 percent expect to return to the gate, the definition of “excessive” varies from airline to airline. Last winter, travelers in both Denver and Austin were held on grounded flights for more than eight hours with deteriorating conditions. Since the incidents, some airlines have implemented strict guidelines for how long a flight can be held on the tarmac before returning to the gate. Knowing the various airline policies helps travelers decide what carrier to choose when they book their winter travel.
"With airlines having cut costs and reduced budgets, it means that travelers can't expect generous make-good offers from airlines anymore. Travelers should also know what they can do to thwart the problems that today's air travel can present," says Ziff.
Besides delays and cancellations, the Travelocity survey found that airline personnel attitudes have a big impact on their flight experience. Fifty-nine percent say airline personnel are less attentive than they used to be. Why does it matter? Because 63 percent said they will avoid using a given airline due to rude personnel if they have a comparable choice elsewhere.
Other Travel Convenience Stats:
- Forty percent of respondents said waiting a long time for luggage is the most frustrating aspect of air travel, even more so than plans not going smoothly and encountering rude passengers or airport employees.
- The largest group of respondents said getting their preferred “seat type” was the most important factor in having an enjoyable flight.
- One in 10 said a polite crew is THE most important factor for an enjoyable flight, while one in five said a “less than cordial” crew is the most bothersome aspect, even over annoying neighbors or a bad seat.
All in all, while travel volumes are a clear indication that people are continuing to travel in the near future, there is a lot of opportunity for improvement. With that in mind and the high peak holiday period approaching, Ziff recommends several ways to avoid and cope with potential delays:
- Avoid traveling at peak times when airports tend to be most crowded. Book your flights for as early in the day as possible to reduce the odds of being delayed by an inbound flight.
- If booking a connecting flight, leave plenty of time between flights and try to stay on the same carrier if possible. With lots of unexpected schedule changes occurring, it may be more difficult to coordinate between two different airlines.
- Pick your seat during the booking process to help ensure you get your seat preference. But it's also critical to check in early – online check in from home allows you to check in up to 24 hours in advance.
- Carry on snacks / drinks in case you’re stuck on the tarmac (liquids can be brought on the plane if purchased inside the terminal).
- Take extra work and / or plenty of reading to help pass the time.
- Bring additional medication in case you need it due to longer delays.
- Try to avoid scheduling meetings tightly around your arrival time.
- Bring a list of emergency phone numbers with you, and make sure your cell phone and computer are fully charged.
The Travelocity poll conducted from Sept. 27, 2007 – Oct. 2, 2007 consisted of responses from 1,319 Travelocity members. The survey was conducted to obtain information from travelers who booked air travel in the last 12 months.
Michael Verikios - Wednesday, November 07, 2007