1. Identify and explain the communication failure points in this case.

Happy Airways flight HA009 from Bangkok to Sydney was scheduled to depart at 10:40pm. The pilot informed the passengers before the scheduled take-off that due to heavy congestion at Suvarnabhumi Airport, there would be a slight delay. No one seemed to mind. In fact, many travellers felt reassured by this friendly and informative update.
HA009 was a code-shared flight with more than 180 passengers on board. While the majority were Australians, a substantial number of passengers were from other countries, mostly from South-East Asia. Many passengers had connected with the flight from other international destinations such as Dhaka, Ho Chi Min City, Jakarta, Tokyo and Seoul. Although for many travellers, Sydney was the final destination, others were due to connect with domestic flights to places such as Wagga Wagga, Bathurst and the Gold Coast.