Virgin Australia plans boost its communications with nervous flyers as part of efforts to support passengers who find travelling on flight an overwhelming experience.
Those who self-identity as a nervous flyer will receive an email in the week leading up to their flight with information about health and wellness, as well as a “behind-the-scenes look at some technical aspects” of the airline’s operations, Virgin Australia said on August 14.
Then, on the day of travel, the passenger will receive a “positive affirmation text message”, while cabin crew will offer reassurance during the flight.
Further, Virgin Australia noted its inflight entertainment system included programs on inflight wellness and meditations.
The initiatives were part of Virgin Australia’s nervous flyers program, which was unveiled in October 2018.
Virgin Australia said a survey of 2,788 of its frequent flyers found 11 per cent experienced high levels of nervousness while travelling, with four per cent of respondents were identified as experiencing overwhelming levels of nervousness.
Virgin Australia acting chief operations officer Stuart Aggs said the research indicated nervous flyers wanted information and support to help them through their next flight.
“The Nervous Flyers program allows us to connect with our passengers throughout a number of touchpoints during their journey,” Aggs said in a statement.
“Whether it’s sharing breathing techniques from one of our expert partners or a video to help put passengers at ease about turbulence, we want our guests to know we care and we’re here to support them.
“We’re always working to make flying as joyful and stress-free as possible.”
Passengers who wish to self-identity as nervous flyers can do so when making their booking online on the airline’s website under the Specific Assistance section, through the manage my booking facility, or by calling the guest contact centre.
More information about the nervous flyers program can be found here.
VIDEO: A backgrounder explaining what is happening when a flight experiences turbulence from the Virgin Australia YouTube channel.