IATA releases study on how to keep airline passengers happy

Travel News 01 Nov 2015

International Air Transport Association (IATA) surveyed 60,000 fliers worldwide and measured how satisfied they are across 75 “individual passenger experience factors” including crew interactions, available services and products for 30 major airlines.

However, the report did not insinuate or conclude that keeping the customers satisfied would relate to airline financial success. 

IATA uncovered that competitiveness among carriers has helped increase airline standard of product offerings and overall, all passengers benefit from the upgraded experience. They have also identified that there is a positive relationship between strong branding and passenger satisfaction with a product.