Although 47% of polled leisure travelers stated that the overall airline experience has improved compared to a couple of years ago – 38% say it’s similar, while 15% say it’s worsened.
Read on to learn ways you can improve your airline customer experience using the right omnichannel approach and cloud communications technology.
What does the average passenger experience look like?
When deciding to fly, there are many moving parts we need to take into consideration. From confirmation codes, check-ins, and flight status tracking to checked luggage, boarding, and delayed flight management.
Here’s a look at what the average passenger needs to consider at each stage of their journey:
Pre-travel: First, passengers need to find the right flight facebook database for their trip. One that suits their trip schedule and itinerary – and that’s within their budget.
During travel: From there, they need to use their reservation details to check-in to their flight – either before they get to the airport or while they are there – and to check their luggage. Then, they need to find their gate and track the flight status to ensure their flight and boarding happens on time. And if the passenger has a connecting flight, they need to keep track of that too.
Post-travel: Once they arrive at their destination, they need to pass through customs, then pick up their checked luggage. In cases of a connecting flight, they need to find the quickest route to their next gate and board again.
airline customer journey
It’s safe to say that the passenger journey is complex. And it can become even more complex without the right communication at the right time.
Disruption management within the airline sector
Delays, gate and seat changes, as well as missing luggage, are only a few of the challenges airline passengers can experience on their trip.
And the impact of these disruptions can hold a lingering effect if not managed correctly.
Let’s consider this scenario:
You book a 5-day vacation with your family.
However, when you arrive at the airport, you find out your flight is delayed and you end up waiting for over five hours until it’s finally time to board.
Except when you get to the gate labeled on your boarding pass, you realize the gate changed due to the delay, and you risk missing your flight! Luckily, you make it just in time.
You think the worst is over; but then you find out that two of your checked bags are missing! The airline customer service team tells you it will arrive the next day.
