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Aug 10, 2022

Creating Airline Passenger Experiences Travelers Will Love

by Natasha Safronova

Airlines are known for their commitment to prioritizing passengers’ air travel experience. Right? As someone with over 10 years of industry experience, I certainly think so, and all my industry connections agree. But then we keep seeing all these disappointing statistics and headlines: Consumer complaints against airlines rise more than 300 percent above pre-pandemic levels (Bureau of Transportation Statistics) 41 percent of business passengers complained to the airline, almost triple the rate of leisure travelers who complained (2022 American Consumer Satisfaction Index) Overall passenger satisfaction declines sharply to 798 (on a 1,000-point scale), down more than 20 points from a year ago. (2022 North America Airline Satisfaction Study, J.D.Power) It might be helpful to remind ourselves that these past few years have significantly disrupted traveler expectations. In addition to relaxed change and cancellation policies, fewer people traveling meant less waiting in lines (or no lines at all), more space, and more attention from flight attendants on board. For many, that might have become a “new normal.” Now, travel volumes are bouncing back. Airlines face post-pandemic workforce challenges. Ticket prices, impacted by higher fuel cost, go up. And just like that, the reasons for traveler dissatisfaction become clearer. To mitigate, airlines need to put even more effort into helping customers regain their confidence in air travel. In one of IdeaWorks’ latest reports, Jay Sorenson suggests the following five ways to overcome the 2022 consumer challenge: Protect consumers from today’s travel uncertainty by continuing to offer change and cancel fee waivers, vouchers, […]

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