According to the information analyzed, passengers feel more at ease when they have all the information about their trip. Therefore, 66% of passengers say that one of the things that makes them most uncomfortable is not having all the information when there is an inconvenience with their flight, such as a delay or cancellation.

Another of the most popular responses by passengers (64%) was the measures adopted by airlines on the volume of baggage. Not being clear about the size, as each airline can set its own limits, or that these are too restrictive, causes discomfort to travelers.

When it comes to not having their rights as passengers fulfilled, in addition to receiving the necessary information about the status of their flight, travelers are concerned about encountering difficulties when requesting a ticket refund, the financial compensation resulting from a claim (63%) or that airlines may not be able to offer an adequate replacement flight in the event that a flight is cancelled or delayed (57%).

Lastly, 63% of respondents also said they were annoyed by the lack of space between seats for comfortable travel.

PHASES OF TRAVEL

During the purchase process:

The survey reveals that baggage is a source of frustration when flying. Many passengers believe baggage policies should be clearer at the time of booking to avoid additional airport charges or problems when carrying their bags in the cabin.

In addition to confusing websites and unnecessary options during the booking process, passengers also cite frustrations with unclear pricing and difficulty knowing when and how to get a good deal.

At the airport:

Respondents complained of spending too much time at the airport. In particular, they were annoyed by poor organization that generates long lines for check-in and security checks.

Other issues that bother travelers are last-minute gate changes, and overpriced airport dining venues.

On the plane:

Passengers are often disappointed by the poor in-flight comfort of their flights, due to small seat sizes or lack of personal space. This is exacerbated by the behavior of other passengers, especially when they recline their seats excessively.

Dirty toilets are another recurring complaint. Some passengers comment on situations where they found the facilities completely unusable for the entire flight.

Delays or cancellations: 

According to analysis by AirHelp professionals, airlines can reduce passenger frustrations not only by paying compensation and refunds quickly, but also by providing information about disruptions and offering alternative flights that allow them to resume their plans as soon as possible.