The truth about the in-flight passenger experience

Rob Curran

Reveals the pain points on the air travel CX journey and examines ways in which the airline industry can address these to create great customer experiences.

Customer experience marketing

This article is part of a series of articles on customer experience marketing. Read more.

Air travel is fast becoming a commodity. The airline industry is competing massively on price, largely as a result of the impact of low-budget carriers and price-comparison websites. With travellers increasingly focused on cost, airlines are being forced to re-evaluate and re-imagine the customer experience – before, during and after the flight – to differentiate themselves and rise above the competition.

As per most market segments, in the airline sector customer experience is now more important...

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