We need a little respect

There are many ways that random groups of people are temporarily bound by circumstance. Cancelled and subsequently delayed flights are one seemingly increasing occurrence in the aftermath of the pandemic.

Sudden change or crisis evokes unfiltered and deeply personal emotions. While the crisis itself [the flight cancellation] is the same reality for everybody, personal circumstance, character and motivations dictate how we react in the moment. Frustration, anger, helplessness, sadness tend to feature prominently.

Knowledge in this instance truly does become power(ful). Access to timely and accurate information meaningfully impacts how quickly and effectively we can overcome the initial shock and move towards acceptance and constructive action [here: booking onto the next flight, getting a hotel room, letting loved ones know we’re not coming home tonight].

In the absence of that, we find ourselves triangulating a version of the truth from multiple sources into a biased (and often pessimistic) picture. The end result is a loss of confidence and distrust in the actual source of truth that is hard to gain back.

Respect people by giving them context, honesty and regular communication and you'll create advocates instead.