With continued weather issues and staffing shortages impacting key travel corridors and increasingly busy airports, how can you ensure your customers are not left stranded in a departure lounge when their flight is delayed or cancelled?
According to the ACI (Airports Council International), they predicted an estimated global passenger volume of 9.5 billion, that’s a 10% year-on-year (YoY) growth from 20231. With this, approximately 1 in 15 flights were delayed 60 minutes or more, impacting 251M passengers 2. This represents a significant customer base for the aviation industry and an opportunity for businesses to leverage.
Whether setting off on a much-needed holiday, a weekend with friends or a visit to see family, we all want a smooth and hassle-free journey. With a growing need to address the inconvenience passengers experience when their flight is delayed or cancelled, traditional delayed departure cover does not meet their expectations and makes the travel experience more stressful. The discomfort and frustration travelers experience during this time can cause a feeling of dissatisfaction, and in turn, negatively impact their perception of the brands they associate with their travel experience.
Flight delays can disrupt travel plans, lead to wasted time at the airport, and cause passengers to endure uncomfortable and often crowded waiting areas. Additionally, airline travelers may have limited access to amenities, such as comfortable seating, food and beverages, and overall peace, during their delay.
When a flight is delayed, travelers can receive compensatory food and drinks vouchers, depending on the airline, cause of the delay, and its length. Those with a travel insurance policy, again depending on the situation, can claim compensation after their trip. However, neither option caters to the immediate problem of what can be done to alleviate the inconvenience a flight delay poses in real time.
Access to an airport lounge and all that it offers is an extremely attractive option for any delayed passengers – be that a calm escape from the crowds, the ability to access WIFI and charge mobile devices, or not having an unexpected food and drinks bill.
SmartDelay™ aims to alleviate these issues by providing airline travelers with access to an airport lounge or alternative benefit in the event their flight is disrupted. The network covers over 1,500 global airport lounges and lounge alternatives, in over 725 airports across more than 145 countries. Lounges offer more comfortable seating, quiet environments, complimentary food and beverages, charging stations, business facilities and entertainment options, as well as lounge alternatives such as spa experiences, sleep pods and discounts at bars and restaurants.
By offering airline travelers access to airport lounges, SmartDelay seeks to enhance the overall travel experience and make flight disruptions more manageable and enjoyable for passengers. Customers receive a QR code to redeem there and then for access to their chosen benefit.
For when there is no airport lounge, SmartDelay+ can provide an on-the-go cash substitute, food and drinks voucher, or member rewards. Travelers receive cash into a payment account or a digital food and drinks voucher. A partnership with AirHelp*, the world’s largest air passenger rights advocate, also provides access to claim additional compensation under EC 261 regulations.
For companies looking to differentiate their retail travel insurance or core product offering, acquire and retain more customers, or boost ancillary revenue, an airport lounge access service or alternative benefit could be the answer you’re looking for.
What better time than now to provide customers with a high-value travel benefit that provides complimentary airport lounge access, where travelers can turn flight disruption stress into lounge rest.
* Airhelp service not currently available in North America
Sources:
1. International Airport Review, ACI World predicts 10% passenger traffic growth in 2024
2. Cirium.com , Jan 2023 – June 2024, flight statistics data
