Singaporean Travellers reveal the airlines least likely to compensate for delays and cancellations

New research released by personal finance portal MoneySmart has revealed the airlines least likely to compensate for flight delays and cancellations according to Singaporean travellers.

As air travel becomes an integral part of modern life, the frequency of flight disruptions has shown a notable surge in recent years. In the past 12 months alone, there has been a significant 401%¹ increase in online searches for ‘travel insurance claim’.

To understand the challenges faced by travellers in dealing with flight disruptions, MoneySmart surveyed over 1,700 Singaporeans who have flown in the past year (May 2022-23). The study revealed the top 12 airlines with the highest occurrence of flight delays² and cancellations³, and uncovered which airlines are most and least inclined to compensate for such disruptions, according to Singaporean travellers.

According to the customer survey, 58% of Singaporean travellers have experienced a flight delay in the past 12 months and 40% have experienced a cancellation. However, many reported not being compensated for their disruption. Across all airlines, 42% of respondents who had experienced a delay and 32% that experienced a cancellation, stated they did not any receive compensation from the airline.

Among those surveyed, Scoot emerged as the airline least likely to compensate for delays, with a mere 23% of passengers receiving compensation after experiencing a delay. Cebu Pacific followed, with just 27% of delayed passengers reporting receiving compensation. Similarly, respondents identified Air India as the airline least likely to compensate for cancellations, with only 43% of passengers who had encountered a cancellation reporting that they received compensation.

The airlines most likely to compensate for delays, as reported by survey respondents: 

• Air China was found to be the airline most likely to compensate for delays, with 71% of affected travellers reporting receiving compensation.
• Bangkok Airways followed closely, with 66% of respondents who had experienced a delay with the airline reporting receiving compensation.

The percentages of travellers surveyed who were compensated for their delayed flight:

The airlines most likely to compensate for cancellations, as reported by survey respondents:

• According to the travellers surveyed, Air China was once again the most likely to compensate, with 74% of respondents who had experienced a cancellation reporting receiving compensation.
• Singapore Airlines closely followed, with 73% of respondents who had experienced a cancellation with the airline reporting receiving compensation.

The percentages of travellers surveyed who were compensated for their cancelled flight:

According to respondents who experienced disruptions, the result of flight delays and cancellations has appeared to have a longer-term impact on travel behaviours:

• 47% expressed extreme disappointment with their airline’s handling of disruptions, suggesting a call to improve customer service and support during such frustrating circumstances.
• 39% admitted that the handling of their disruption has made them not want to fly with the airline again, demonstrating a lasting impact of poor incident management on brand trust and customer loyalty.
• 65% now always pre-arrange travel insurance to safeguard against travel disruptions, emphasising the growing recognition of its importance.
• 62% found their experience to be stressful, substantiating the emotional toll such incidents can have on travellers.
• 58% now frequently worry about the possibility of future disruptions, indicating a lingering concern affecting their travel plans.

Abel Lee, Singapore General Manager at MoneySmart said, “Flight delays and cancellations have an immense impact on one’s travel plans. Planning for the perfect holiday could all come to waste if we fail to account for these potential risks. Our survey has uncovered very recent negative experiences by modern travellers, and we recognise the critical role travel insurance plays in mitigating these risks.”

“Travel insurance offers a peace of mind, ensuring that unforeseen disruptions are met with comprehensive support and financial protection that one may not necessarily receive from airlines. We believe that every traveller should enjoy a worry-free travel experience.”