What customers want from airlines?

What do consumers want in an airline?
  • Timeliness. Delays have a lasting negative impact for passengers.
  • Assurance. A management committed to customer service and satisfaction.
  • Convenience. Convenient check-ins, departure and arrival times, and ticket reservations.
  • Helpfulness. ...
  • Comfort. ...
  • Meals. ...
  • Safety and Security.




People Also Ask

The study measured customers' satisfaction with airlines based on performance in eight factors: aircraft, baggage, boarding, check-in, costs and fees, flight crew, in-flight services, and reservations.

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After all, almost everyone would prefer more legroom, better service, a more pleasant boarding experience, and free high speed Wi-Fi on every flight.

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One way to make yourself stand out from your competitors is to offer things that no one else does — an extra snack during flight time, a complimentary booklet of games, or a reduced cost for checked luggage might be the way to get into your customers' hearts.

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On-Time Performance (OTP) is the foremost reason that 36 percent of all travelers surveyed cited for their continued loyalty to any given airline. Baby Boomers (25 percent) cite OTP as their primary motive for remaining loyal to a brand, on par with the value they place upon frequent-flyer program status and rewards.

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