When Carriers Don’t Deliver the Experience They Promise — Airline Innovation Report
Why is there often a lag between the service airlines promise and what they deliver? And how can it be fixed?
Articles tagged “passenger experience”
Airport Secrets From an Architect Who Designs Them
We'd like to see more airports not worry about budgets and focus on reinventing the airport experience, but that's probably not feasible in most places. Architects like HKS' Pat Askew do what they can to make travel more pleasurable with the resources they're given.
Virgin Atlantic Builds an Igloo on a Deck at Heathrow — Airline Innovation Report
Most high-value customers choose airlines based on two factors — price and schedule. But on the margins, airlines like to use marketing strategies to attract customers. Maybe Virgin Atlantic's outdoor igloo at London Heathrow will help it win some new fans.
Delta Air Lines Is Going After Future Business Travelers — While Still in College
Other airlines say they're adapting to what younger travelers want. But not all of them actually do it. Delta seems to be ahead of many of its competitors. And that's a good thing.
American Still Uses Paper Vouchers for Free Flights — Airline Innovation Report
American Airlines wants to be known as a customer-friendly company. But the airline still doesn't make it easy for customers to redeem vouchers for flights. That needs to change soon.
The Airport Lounge Business — An Insider’s View of How It All Works
Airport lounges are rarely luxurious, but people love them. Perhaps they crave access to an "exclusive" airport club. So look for more to open soon at U.S. airports. As we learn in this interview, operating a lounge can be a profitable business.
Airline Food Conundrum – Paid Meals Winning Out Over Freebies
Airline food isn't always tasty, but passengers probably shouldn't compare it to what they find in a restaurant. Delivering food to an aircraft is a logistical challenge, and it's amazing the system works as well as it does.
Delta Puts a Better Business Class on Routes Where Travelers Will Buy It
This is a simple business. If you're an airline, you should send your planes to places where they make money. Delta is doing it right.
United Is Making Tech Changes to Boost Wi-Fi Speeds on Many Planes
Road warriors have long suspected a systematic Wi-Fi problem on many United planes, but the airline has said little about it. Now, we know more about this issue. The good news? It will be fixed soon, according to United.
Do Seatback Screens on Planes Have a Future? — Airline Innovation Report
Seatback entertainment screens are so 2002. Airlines should remove them and focus on what their highest-value travelers actually want — fast, reliable Wi-Fi. Passengers who care about quality entertainment can load up their own devices with stuff they actually want to watch. Or they can stream from a server on the plane.