Commentary: Airlines should communicate with empathy when flight delays occur

SMU Assistant Professor of Corporate Communication (Practice) Yeo Su Lin wrote a commentary about the way airlines handle flight delays. She highlighted that flight delays are a source of frustration for travellers and happen often enough. Airlines must therefore do better at managing the fall-out to communicate with empathy. “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,” she wrote.