What is the recommended practice for keeping passengers informed during delays?

• A. Only inform passengers at the gate when delays occur.
• B. Never discuss reasons for delays.
• C. Inform passengers that delays occur and explain the reason with a clear in-cabin announcement.
• D. Let passengers figure it out themselves.

Answer: (C)

Proactive, transparent communication during delays helps passengers feel informed and respected. The best approach is to tell travelers right away that a delay is occurring and explain the reason with a clear in-cabin announcement. This sets realistic expectations and reduces uncertainty, making it easier for passengers to plan and fewer questions for the crew. It also helps prevent rumors since the information comes from the source and can be updated as details become available. Waiting to say something at the gate, avoiding explanations, or letting passengers guess all lead to confusion, frustration, and a loss of trust in the airline.