Commentary: Airlines should communicate with empathy when flight delays occur

In an opinion piece, SMU Assistant Professor of Corporate Communication (Practice) Yeo Su Lin wrote, “Corporate mishaps like flight delays cannot be avoided in today’s unpredictable business environment.” She said that given the global nature of air travel and the expansion of the travel industry in recent decades, airlines should not wait to be hit by a crisis before they realise that they need to be prepared for flight delays. “In these instances, having a well-oiled contingency plan that demonstrates empathy to respond and communicate decisively goes a long way to preserving goodwill and public trust.”