What information should PSAs provide during a flight delay?

Providing estimated times of departure and arrival is critical information during a flight delay because it helps passengers understand how long they may need to wait and can assist in their planning, whether that involves making calls, seeking alternative accommodations, or managing connecting flights. Timely updates regarding these estimates also alleviate passenger anxiety and promote a smoother operational flow at the airport.

While snack options, flight cancellation policies, and frequent flyer rewards are all important aspects of passenger service, they do not address the immediate concern passengers face during a delay—the uncertainty about when they can expect to depart and arrive at their destination. Therefore, the emphasis on estimated departure and arrival times directly pertains to reassuring and informing passengers regarding their travel plans.