Ensuring that frequency of delayed or cancelled flights is reduced is an important performance indicator which an airport should not overlook. When flights are delayed or cancelled, there is a ripple effect that affects not only the passenger but also finance, operations and environment.
The effects of flight delays on any particular airport will depend on its size, location, infrastructure as well as the frequency and magnitude of delays experienced.
Flight delays can increase congestion on taxiways, runways and gates such that more delays are created resulting in a reduced capacity of the airport to handle incoming and outgoing flights.
Very large delays can cause frustration, inconvenience and dissatisfaction to travellers. Other connections may be missed resulting in added costs to airlines and passengers. Airports may experience increased operational and labour costs due to extended working hours resulting from the flight delay. At some point a long stay at the airport can lead to decreased spending at airport retail and dining facilities. For airlines costs may be incurred in providing accommodation, meals and rebooking passengers affected by delayed or cancelled flights.
While Air Traffic Management constraints can lead to delayed flights, extended ground holds, circling flights and inefficient routing can result in increased fuel consumption and greenhouse gas emissions.
Airports respond in various ways to delayed and cancelled flights. They have to put in place relevant strategies to mitigate its impact. The frustration of passengers affects the passenger experience and all stakeholders in one way or another. So data collection and gathering, collaboration and integration between stakeholders is important.
Some of these stakeholders are airlines, ground handlers, regulators, concessionaires and the airport operator, among others.
Airports respond to flight delays and cancellation by communicating across various channels – public address systems, flight information display boards, mobile applications, etc. These should be updated regularly on status of flights. Information desks and customer service representatives should be available also to assist passengers and answer their queries.
Despite today’s security challenges across Africa, airports have been relatively safe places and where airports are far away from the city centre, affordable accommodation within the airport would be a big relief to passengers whose flights were delayed and in some occasions cancelled.
Other services an airport can offer include having a service desk for rebooking assistance, giving passengers access to lounges that have comfortable seating, refreshments and Wi-Fi access. This is also in addition to ensuring the terminal building is comfortable and remains open to help passengers cope with delays such as Food and Beverage outlets, retail shops, charging stations, children play areas, prayer rooms and rest zones.
Information about public transport options, coordination with local taxi companies or offering shuttle services to where passengers can get transport of choice is also an important consideration.
To reduce incidences of delayed and cancelled flights, the airport community will have to work towards a proactive approach with emphasis on collaboration, communication and information sharing.
Airlines, for instance, gather a lot of information on passengers. They should not only share such information but also information on flight schedules and delays. Insights gained from data analytics will be beneficial to every stakeholder.
Ground handlers are not readily noticed at airports. They however face constraints which can translate into delayed or cancelled flights. They should ensure adequate resources, equipment and personnel to efficiently handle flights.
The airport operator should invest in technology, facilities maintenance as well as data analytics to monitor and optimise airport operations, anticipate disruptions and communicate in real time, information to all stakeholders.
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