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...