What will this year’s airline industry survey say about the travel experience?

August 8, 2016

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By Jon Glick, Advisory Partner, US Transportation & Logistics Practice, PwC

For the third year in a row, I’ll have the opportunity to share perspectives regarding key findings from the Global Passenger Survey (GPS) that will launch at the World Passenger Symposium on Oct. 16-18, 2016, in Dubai. This survey is conducted annually by the International Air Transport Association (IATA). It aims to collect the opinions of air travelers around the globe, shed light on related travel trends, and serve as an analytical tool for the airline industry to help improve the passenger experience. The results of the 2016 survey are currently being compiled. Stay tuned for the release of the study to see if your opinions are represented in the findings.

Reflecting on last year’s GPS, one of the key questions was where should an airline focus its passenger experience efforts? Critical areas were addressed, such as an airline’s interactions with staff, comfort, baggage handling, frequent flyer programs, and purchasing behavior. Some of the messages that came across from last year’s GPS findings included:

  • Customers want airlines to treat them respectfully, provide relevant information, and recognize them as individuals;
  • Well-trained staff is essential, but technology can help make the customer experience more personal and enable timely communication; and
  • While flight delays are inevitable, notifying people about the delays goes a long way to making the pill less bitter.

I look forward to IATA’s 2016 GPS findings and identifying any potential shifts on passenger behavior and emerging trends. I’ll be sure to share my perspectives with you upon release of the results.




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