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Since the beginning of 2025, it hasn't been uncommon to hear travelers broaching the discussion of aviation safety, as an apparent increase of close calls and unfortunate collisions and fatal accidents have been making headlines.

As of this article's writing, the National Transportation Safety Board has documented 19 U.S. aviation incidents in which at least 106 people have died. And while statistically flying is still considered one of the safest modes of transportation, it's not surprising if travelers come to tour operators and advisors looking for reassurance, especially as approximately 400 Federal Aviation Administration employees had their jobs eliminated in February.

According to Jeff Ment, Managing Partner of Ment Law Group, while there's heightened media attention on aviation incidents, this doesn't reflect a significant decrease in travel demand or safety.

"The topic is really captured in the media right now, because it's front and center after the terrible Washington, DC disaster," Ment said, noting that planes rarely have fatal incidents. "I think if we take a step back and just look at aviation over the past year or two or five, not one single person could find and point to a safer mode of transport."

Ment, who has decades of experience in counseling travel companies, from operators to vendors and trade associations, explained that he's thankfully not seeing a lot of travel companies having issues with people hesitating to travel via commercial airlines.

"There are people who have a fear of flying, but they had that fear before, and they still have it now," Ment shared, noting those folks might do better to seek out alternative modes of transport on their own such as trains and motorcoaches. "Group travel planners have to grin and bear it and just understand that there are a few people who are more easily arousable when it comes to the susceptibility of the possibility of being on an airplane that has an incident."

The best thing group travel planners can do if one of their travelers expresses concern? Offer calm reassurance.

"At any given point there are thousands of planes in the air at the same time," Ment said. "I think you say to people, 'Listen, you've been flying your whole life. Have you ever had a problem? No. Well, statistically, you will never have a problem.'"

Ment recommended group travel planners stand firm in their original plans should one of their travelers have a change of heart out of fear about their transportation.

"I wouldn't adjust anything. I would simply advise that they do their own research," he said. "There's nothing safer you could do [travel-wise] than get on this airplane. So I wouldn't rush and come up with alternative plans or talk about refunds or do anything like that. I truly think you can talk people through this."

While it's absolutely understandable for travelers to have a heightened awareness of these aviation crashes and incidents—and we should absolutely extend empathy to those who are concerned—there are some reassuring facts you can share to hopefully ease any anxiety:

• Multiple sources report that the average risk of an American being in a plane crash is about 1 in 11 million.
• The Eno Center for Transportation describes the U.S. Air Traffic Control system as one of the most sophisticated ATC systems in the world.
• The FAA requires both pilots and flight attendants to undergo regular training and simulations to prepare for emergencies.
• According to the National Weather Service, you're more likely to be struck by lightning than be in a plane crash.

Written by Sarah Suydam, Managing Editor for Groups Today.

This article originally appeared in the May/Jun '25 issue of Groups Today.

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Touchy, embarrassing subjects. Disciplinary issues. Bad performance reviews. There's no way around tough conversations. No one likes conflict, but avoiding conversations only makes matters worse. So, leaders have to get through them.

First step: Conquer your fears.

I've been reviewing my customer experience research, specifically the section on the future of customer service and AI (Artificial Intelligence). A few findings prove that customers are frustrated and lack confidence in how companies are using AI:

• In general, 57% of customers are frustrated by AI-fueled self-service options.
• 49% of customers say technologies like AI and ChatGPT scare them.
• 51% of customers have received wrong or incorrect information from an AI self-service bot.

As negative as these findings sound, there are plenty of findings that point to AI getting better. And more customers feeling comfortable using AI solutions. The technology continues to improve quickly. While it's only been five months since we surveyed more than 1,000 U.S. consumers, I bet a new survey would show continued improvement and comfort level regarding AI. But for this short article, let's focus on the problem that needs to be resolved.

ARTIFICIAL INCOMPETENCE
Upon reviewing the numbers, I realized that there's another kind of AI: Artificial Incompetence. That's my new label for companies that improperly use AI and cause customers to be frustrated, scared and/or receive bad information. After thinking I was clever and invented this term, I was disheartened to discover, after a Google search, that the term already exists; however, it's not widely used.

So, AI—as in Artificial Incompetence—is a problem you don't want to have. To avoid it, start by recognizing that AI isn't perfect. Be sure to have a human backup that's fast and easy to reach when the customer feels frustrated, angry, or scared.

And now, as the title of this article implies, there's more. After sharing the new concept of AI with my team, we brainstormed and had fun coming up with two more phrases based on some of the ideas I covered in my past articles and videos:

FEEDBACK CONSTIPATION
When you get so much feedback and don't take action, it's like eating too much and not being able to "go." (I know ... a little graphic ... but it makes the point.) This came from my article How to Reverse Declining Customer Satisfaction, which teaches that collecting feedback isn't valuable unless you use it.

JARGON JEOPARDY
Most people—but not everyone—know what CX means. If you are using it with a customer, and they don't know what it means, how do you think they feel? I was once talking to a customer service rep who kept using abbreviations. I could only guess what they meant. So I asked him to stop with the E-I-E-I-O's (referencing the lyrics from the song about Old McDonald's farm.) This was the main theme of my article titled We All Know What CX Means, But What about EX, WX, DX, UX and More?

So, this was a fun way at poking fun of companies that may think they are doing CX right (and doing it well), but the customer's perception is the opposite. Don't use AI that frustrates customers and projects an image of incompetence. Don't collect feedback unless you plan to use it. Otherwise, it's a waste of everyone's time and effort. Finally, don't confuse customers—and even employees—with jargon and acronyms that make them feel like they are forced to relearn the alphabet.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep's customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

This article was republished with permission and originally appeared at Shep Hyken.

Photo courtesy of Shep Hyken.

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