This year, Thanksgiving Day falls on 23rd November in the US, with the wider holiday period spanning 17-28th. Industry group, Airlines for America, has forecast that US carriers will transport a record-breaking 29.9 million passengers during this time, 1.7 million passengers above pre-Covid levels.

However, optimism around this year’s surge in travel is overshadowed by concerns that adverse weather conditions will disrupt the smooth running of operations. Pete Buttigieg, Transportation Secretary, noted the potential challenges during this busy travel season, saying:

While we can’t control the weather, we will also be using every tool at our disposal to keep cancellations and delays as low as possible in the first place, including working collaboratively with the airlines.”

While weather-related disruptions are largely beyond the control of airlines, a key takeaway from the World Aviation Festival was that carriers can adopt strategic measures to ensure a positive customer experience overall. During an interview on customer expectations at the event, Linda Jojo, Executive Vice President, Chief Customer Officer, United Airlines highlighted the importance of a proactive and customer centric response to disruption, saying:

“Customers understand that things can happen. It’s what you do and how you communicate when they do happen (and what options you can give them) that can make all the difference.”

With the record numbers of passengers and daunting weather-related challenges, it will take communication, transparency, and proactive thinking from airlines to ensure passengers emerge from the busy holiday season with a positive travel experience.

 

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