The aviation industry is extremely high profile and when things go wrong, as they inevitably do, it’s always big news.

Many people are inconvenienced when there’s disruption, so we’re used to hearing the voices of those people who are directly impacted – the customers.

But it’s much less common to listen to those other people on the front line – aviation sector staff.

This exclusive research project sets out to rectify that. We wanted to hear the views of our professional aviation audience about how well the sector reacts when things do go wrong and they’re faced with frustrated customers.

We were interested in finding out what are considered to be the main blockers to providing customers with the information and service they demand.

And we wanted to pinpoint what aviation staff believe should be prioritised to ensure that while disruption will always occur the sector responds in the best ways possible.

Our report comes out as tens of millions worldwide take to the skies for the summer getaway. This period will be another test of aviation’s resilience, particularly after the COVID restart, and despite the challenges we know the vast majority will experience no problems.

But a sector that prides itself on setting extremely high standards and is judged against those standards will always strive to do better.