customer expectations

JetBlue acknowledges blocking middle seats is ‘not something that’s sustainable’ and is ‘incredibly expensive, especially in an industry that’s struggling’

There has been much debate over the effectiveness of blocking middle seats on aircraft and whether the airlines that have utilised the tactic have taken

Airports across the world have introduced new processes and systems to make the experience safer for staff and customers alike, but these are being implemented in ‘an inconsistent and almost shabby manner’

Airports across the world have introduced new processes and systems to make the experience safer for staff and customers, including upgraded cleaning and disinfection, enhanced

On the path to recovery? We can all learn lessons from China as world travel prepares to press the restart button

Recovery from Covid-19 around the world is starting to show green shoots with some regions and countries recovering quicker than others. China, being the first

Travellers are generally excited, happy, prepared and also nervous about overseas travel, but Americans are more anxious, scared and worried than their European counterparts

New research to ascertain travel habits and to learn how open travellers are to trying out new experiences has provided some interesting insights into travellers

Is it time to go with the flow? How tracking and analysing passenger movements could deliver reduce wait times, less crowding and a better traveller experience

Most regular air travellers will have an airport routine. When flying from a known airport they will follow a preferred path right from arrival through

Travel providers are ‘falling short of travellers expectations’ and ‘failing to deliver on their top priorities’

More than ever, travellers across the world are clear about their growing expectations at every stage of the customer journey. They expect more intuitive booking

More than half of Americans believe airline customer service is in decline and millennials lead the complaints

Millennials are twice as likely as baby boomers to complain about airline service, according to new research of American air passengers. Worryingly, more than half

What makes flyers happy? It’s generally all about meeting (and beating) traveller expectations

Whether we are travelling for business or leisure, we all have our preferred way to fly. Some like to board early to ensure overhead luggage

Flying frustrations such as lost luggage, hidden fees and cancelled flights can leave us ‘crying while flying’ and put us off flying for life

If life’s a journey, just how painful is the ride? From crowded flights to opaque carry-on rules, modern air travel can be a complex experience,

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