I fly a ridiculous amount — last year I got close to half a million miles — and therefore have a huge amount of time to ponder the experience that passengers receive when flying.
Sadly, much of my time during flights I spend frustrated at what I perceive to be a big gap between customer experience in more modern industries and the experience we receive when flying. Some of this is, of course, related to the fact that when flying we’re trapped inside an aluminum tube miles in the sky. We’re tired, dehydrated and likely have just experienced a stress of some sort — not exactly a relaxed and relaxing experience.
But environmental factors notwithstanding, there is so much value that the airline industry leaves on the table. Disconnected systems, legacy processes and siloed information all mean that the myriad opportunities that airlines and other travel-related organizations have to make the experience better are often lost.
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