Articles tagged “passenger experience”

Airline employees, in spite of being the first point of contact for most airline passengers, often don’t have access to the right data at the right time. Empowering them with the appropriate tools is imperative for driving real personalization and loyalty in the future.

For long-haul flights SAS lacks the size and scale to compete with its much larger European competitors. On short-haul routes the airline can't compete with the cost structure of the continent's strongest low-cost-carriers. But there's one place it probably does have an edge: its onboard food.

With their onboard food and drink programs, airlines want to keep passengers happy. But they also want to keep costs reasonable.

This could go one of two ways. Passengers could revolt, taking to social media to complain about Delta's decision to reduce recline on 62 airplanes. Or customers could be pleasantly surprised at how much space they'll have under Delta's new test configuration.

British Airways probably will never win back its past magic. But the airline can get better and as it strives to improve, it should look forward, not back.

We'd like to think airlines would catch poor retrofit work before an aircraft flies passengers, but clearly that didn't happen here.

Almost everything is improving at Spirit Airlines. Its on-time performance is getting better, and customer satisfaction is rising, according to the airline. More importantly for investors, ancillary revenue is up. Can the good times last?

It can take some airlines as long as a decade after a merger before they truly operate as one entity. But Alaska Airlines is working much faster to gobble up Virgin America. Part of that is because both carriers were relatively small. But by any standard, Alaska is moving quickly.

American Airlines President Robert Isom said customer satisfaction may be declining because the airline has not been as reliable as it should be. Is that the entire problem?

Asian airlines still cling to first class, but is the product necessary anymore? Some carriers are rethinking their strategies.