Your flight is delayed for operational reasons. How do you reassure customers in such situations?

If your flight is delayed for operational reasons and you need to reassure customers, here are some steps you can take: 1. Communicate Early and Clearly: Inform customers about the delay as soon as possible, explaining the reason in simple terms. This helps manage expectations and shows transparency. 2. Offer Apologies and Empathy: Acknowledge the inconvenience caused by the delay. Apologize sincerely and express understanding of their frustration. 3. Provide Regular Updates: Keep customers informed with frequent updates, even if there isn’t much new information. 4. Explain Available Options: Clearly outline any available options, such as rescheduling, refunds, or accommodation offers.

I always advise my clients to go to the airlines customer service, it's their job to take care of the passenger. I also tell them calm down, don't argue then they will have a great service. It's not the airline agents' fault any delay. They just have to take care of the passengers. Just not a long time ago my clients text me early morning their flight from Budapest was late and they missed their connection flight in Munich. I told them just relax. If the airline can book you to any flight on the same day they will. If they cannot they will take you to a hotel, provide food and drink and most of the time passenger can call their family about the situation. Shortly after, I got a text: Gyongyi we're in a hotel and have a good time, thank you.

If the flight is dalayed due to maintenance reasons.I would establish communication between maintenance, operations, flight dispatch to clearly convey the maintenance issues, after establishing the serviceable deadlines, then the pax will given new timeline for departure.