Connecting Flights: Understanding Passenger Rights and Flight Disruption Experiences

Our study employed a mixed-methods research approach to thoroughly understand passengers’ experiences and their level of knowledge regarding their rights, especially during flight disruptions. By combining qualitative and quantitative research methods, we were able to achieve a better understanding of the issue. Using this method, we were able to collect detailed personal experiences through interviews and surveys.

Our research revealed a significant gap in how well passengers understand their rights under the Air Passenger Protection Regulations (APPR) and their awareness of the compensation they are entitled to when disruptions occur, particularly for the 18–30 year-old age group. This research suggests that a large number of young adults are unaware of their legal rights and possible compensations in the event of flight disruptions. Our study focuses on the experiences of individuals in this age range who had travelled abroad on their own within the previous two years. By concentrating on this group of travelers, we aim to raise awareness of the particular difficulties and informational gaps experienced by younger passengers who fly alone. Travelers flying alone frequently have to handle the complicated rules of international flights on their own, including understanding their rights and what to do in the event of difficulties.

The impact of our research is significant in several ways. Firstly, it aims to raise awareness among passengers about the APPR, helping them to better understand their rights and how to claim compensation when disruptions occur. Secondly, it has provided possible solutions for improving communication about disruptions, ultimately leading to a more satisfactory experience for passengers during disruptions. Thirdly, it will improve the level of knowledge on air passenger rights and compensation eligibility.

As a result of our findings, we recommended and designed possible solutions. These recommendations are designed to improve passengers’ knowledge and awareness about the APPR.