Improving the travel experience - greater profits through effective satisfaction measures

David Perroud, Daniel Ray and Carsten Friedrichsen

This paper analyses why past efforts to raise air passengers' satisfaction have not helped most airlines to differentiate themselves from competitors.

Improving the travel experience – greater profits through effective satisfaction measures

David PerroudP. Robert and Partners SA (PRP), Switzerland

Daniel RayGrenoble Management School, France

Carsten FriedrichsenBusiness Insights, IATA, Switzerland...

WARC subscribers can sign in to keep reading

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

WARC consistently delivers valuable insights that help to make me look like an expert in front of my colleagues and clients.

Dasha Boryso
Strategy Partner, Fetch

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands