After severe weather closed an airport, TUI had to contact passengers whose flights had been delayed. The travel business used its app, text messages, airpo...
Question 1 Report
After severe weather closed an airport, TUI had to contact passengers whose flights had been delayed. The travel business used its app, text messages, airport staff and a telephone helpline. Of 230 passengers due to travel that day, 184 confirmed through the app that they had received their revised departure time. TUI aims for at least 85% confirmation within three hours. Some passengers had limited mobile data or did not have the app. Tata Motor and other large businesses also need plans for communicating quickly when services change. The TUI operations manager must decide how to make the next disruption message both fast and reliable.
(a) State two reasons why TUI should communicate with passengers during a flight delay. [2]
(b) Define two-way communication. [3]
(c) Calculate the percentage of passengers who confirmed receipt through the app. Show your working. [5]
(d) Analyse whether TUI should make app notifications its main method of communication during future flight disruptions. [10]
Answer Details
(a) TUI should communicate revised departure information so passengers can make transport or accommodation arrangements. It also reduces pressure on help desks and protects TUI's reputation. Any two gain credit. [2]
(b) Two-way communication occurs when information is sent and the receiver can respond or give feedback. This lets the sender check understanding and answer questions. [3]
(c)
\[\frac{184}{230}\times100=80\%\]
80% confirmed receipt through the app. [5]
(d) App notifications can be sent quickly to many passengers and updated when flight times change. Confirmation data helps TUI identify who has received the message, and app use can reduce staff and telephone costs. Passengers can receive information without queueing.
However, 20% did not confirm receipt. The 80% confirmation rate is 5 percentage points below the 85% target. Some passengers lack the app, mobile data or phone battery, and some need personal support.
TUI should use the app as a fast first communication channel but support it with text messages, airport staff and a telephone helpline. This is more reliable because it reaches passengers who cannot access the app. [10]
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