Jo Causon, chief executive of the Institute of Customer Services (ICS), said despite the mass disruption not being a direct fault of airlines, they are still the first point of contact when things go wrong for consumers.
"From a service perspective, often a crisis is a good opportunity to demonstrate what good service can really look like – ‘the moment of truth’ and the wider positive impact this can have on how we feel about an organisation," she added.
Causon sympathised with the industry, acknowledging the challenges it has faced post-pandemic while struggling with staff shortages and industrial action.
