Navigating the next decade of airline disruption
Challenges persist
With thousands of flights impacted by unforeseen circumstances daily, mitigating the effects of disruption remains a substantial challenge. During the summer of 2024 in the Northern Hemisphere, airlines faced several operational hurdles, including:
- Route cuts and cancellations
- Air traffic control shortages and strikes
- Severe weather events increasing in frequency
- Airport congestion and capacity limits
- Supply chain constraints impacting fleet availability
In 2026, new challenges have arisen affecting airlines worldwide with rising geopolitical tensions and fuel prices. From COVID-19 to Crowdstrike and ongoing conflicts, worldwide disruption is growing more consistent.
In 2024, global passenger traffic surpassed pre-pandemic levels, with total passenger traffic rising by 10.4%. Global passenger traffic surged to an estimated 4.8 billion in 2025 - 3% against 2019 levels.
Source: iata.org
The closure of Russian, Ukrainian, and Middle Eastern airspace is forcing widespread rerouting, contributing to an estimated $2.4 billion in additional annual fuel costs across the industry.
Source: flysafe
The ongoing Middle East disruption is introducing a new layer of complexity across airline operations, with hundreds of long-haul flights per day being rerouted around restricted airspace, adding hours to journey times on key global corridors.
- Rising jet fuel costs and constrained supply, increasing operating costs and putting pressure on margins.
- Shifts in passenger behaviour and increased uncertainty, driving higher contact demand and operational strain.
- Extended flight paths due to airspace restrictions, increasing fuel burn and reducing schedule efficiency.
- Rerouting away from key Middle East hubs towards Asia-Pacific gateways, adding complexity to network planning and connectivity.
Together, this disruption is having a profound impact on the industry, forcing airlines to cut routes, absorb rising costs, and manage increasingly disrupted passenger journeys.
One challenge in numbers:
Aircraft delivery delays
A significant challenge for airlines worldwide is the delay in aircraft deliveries. This is disrupting airline operations on a global scale, limiting route expansion, increasing maintenance demands on aging fleets, and making it harder to re-accommodate passengers during disruption.
aircraft deliveries were scheduled for 2024, an 11% decrease from earlier projections, primarily due to persistent supply chain issues.
Source: iata.org
reduction in aircraft deliveries since their peak in 2018, leading to an aging global fleet and extended wait times for new aircraft.
Source: simpleflying.com
aircraft backlog, resulting in potential delivery delays of up to 14 years for some airlines.
Source: simpleflying.com
"Aircraft delivery issues are having a ‘brutal’ impact on Lufthansa and will not be resolved before the end of the decade."
Carsten Spohr, CEO, Lufthansa
IATA data shows that global passenger travel reached 5.2 billion in 2025, a 6.7% increase compared to 2024.
With aircraft shortages set to continue, airlines struggling to recruit and retain staff, and supply chain disruptions affecting maintenance and operations, the road ahead is anything but easy.
Don't underestimate these issues
With over three billion people worldwide spending an average of just under 2 and a half hours on social media daily, a single dissatisfied passenger’s complaint can spread across the digital ecosystem instantly. Multiply that by the thousands of affected passengers, and the reputational damage can quickly escalate out of control. And that’s before the additional costs such as the additional call centre resources needed to manage the repercussions. Beyond reputational risks, airlines face operational challenges:
- Increased repair times: Aircraft repair turnaround times have risen by an average of 25%, leading to prolonged groundings and further straining global fleet availability.
- Rising operational costs: Supply chain disruptions and maintenance delays contribute to escalating expenses, affecting profitability.
Failing to manage these challenges effectively can result in financial losses, diminished brand reputation, and decreased customer loyalty.
How to overcome these challenges
With a misalignment between traveler numbers, demand, and operational capacity, airlines must embrace technology that ensures a smooth passenger experience - even when things don’t go as planned.
- Automation and self-service solutions: Implementing advanced systems can provide timely, cost-effective passenger updates without overburdening staff.
- Strategic partnerships: Collaborating with best-in-class suppliers can enhance operational efficiency. However, it's crucial to maintain brand consistency and identity during these collaborations to avoid potential reputational harm.
By proactively addressing these challenges with the right digital tools and partnerships, airlines can maintain trust, improve operational efficiency, and protect their reputation - even in the face of ongoing disruptions.
Meeting passenger expectations in the age of customer experience
A study commissioned by the UK Civil Aviation Authority highlighted that clear, proactive communication from airlines is essential for maintaining consumer confidence during disruption.
Passengers expect airlines to keep them informed about:
- Wait times at the airport
- Changes to required travel documents
- Refund policies
- Destinations affected by social unrest
- Steps airlines are taking to reduce environmental impact
- The impact of changing geopolitocal tensions on their journey
"Trust in airlines and airports has also been eroded as a result of perceived poor communication… Regular, clear, and honest communication is essential to improve consumer trust. Airlines that have done this best over the past couple of years stand out positively for individuals."
UK Civil Aviation Authority
Two must-haves during disruption
1) Keep your customers informed
Passengers want to know what’s happening as soon as possible. If they don’t need to come to the airport, tell them. If there’s uncertainty, let them know when they’ll receive an update. Failing to do this creates frustration, confusion, and unnecessary stress, which often translates into public complaints and reputational damage. Proactive communication helps prevent:
- Overwhelmed contact centres due to excessive inbound calls.
- Airport queues of frustrated passengers seeking answers.
- Negative word-of-mouth and social media backlash.
2) Make sure your customers are comfortable
When delays are unavoidable, passengers expect support that helps them make the best of the situation. Offering personalised compensation, such as meal vouchers, lounge access, or hotel accommodation minimises frustration and improves retention.
With digital wallets, airlines can issue instant mobile vouchers for refreshments or accommodation, allowing passengers to recover more comfortably and efficiently.
See how leading airlines are improving passenger communication and managing IROPS effectively in our case study.
Why customer experience matters more than ever McKinsey describes personalisation as a "hygiene factor"- something passengers expect by default, but if done poorly, it pushes them towards competitors.
- Satisfied customers spend up to 140% more than those who have had a poor experience.
- Companies that prioritise customer experience grow revenue 4-8% above their market average.
- 86% of consumers are willing to pay more for a great customer experience, with price premiums reaching up to 18% for high-quality service.
- 73% of consumers will switch to a competitor after multiple poor experiences.
"Companies that prioritise investment in customer experience (CX) have better revenue growth and are more profitable than companies where CX is not a priority."
Source: The Economist
Leveraging data to personalise passenger experiences
To meet passenger expectations, airlines must leverage experience data (X-Data) and operational data (O-Data):
- X-Data: The beliefs, emotions, and sentiments of customers, revealing gaps between what airlines think is happening and what’s actually happening.
- O-Data: Operational insights that help determine passenger value, loyalty, and past disruption history.
Combining real-time passenger sentiment with operational insights allows airlines to identify issues faster, personalise responses, and maintain trust during disruption.
In an age where passengers expect instant updates, proactive solutions, and seamless service, airlines must adapt or risk losing customer trust. Want to see how leading airlines are managing IROPS as business as usual? Watch our on-demand webinar below.
