Improving the travel experience - greater profits through effective satisfaction measures

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

PREFACE

This paper analyses why a lot of efforts that have been made in the past to raise air passengers' satisfaction have not helped most airlines to differentiate themselves from their competitors. Using years of historical and current data collected in the airline industry (more than 400,000 interviews, representative of intercontinental flights on 20 airlines over a period of 6.5 years), it demonstrates how each individual attribute can...

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