Customer Experience Report: Most Airline Customer Experience Still Dismal

The results of the recent APEX State of the Air Passenger Experience survey provided useful insights into the needs and expectations of air passengers during the second quarter of 2014.

Julia Cupman, director at B2B International, emphasized that airlines have a particular challenge when it comes to customer experience. “As a high-value purchase—and one holding an innate sense of stress for a certain percentage of the population—air travel can carry with it elevated expectations from the customer’s point of view,” she said.

Cupman added: “As a result, when airlines get the customer experience right it’s particularly impressive, but the flip side is there are numerous potential pitfalls brands must avoid.”

Read the full article here.

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