Lars Winkelbauer - A Journey to Improve Airport and Airline Customer Experience

One of the most customer-oriented sectors is the airline industry in the world. There are large numbers of opportunities for customers to make their carrier and meet their needs from economical airlines to luxurious first-class experiences. To beat their competitors, companies need to provide high-quality airline customer experience to remain beneficial. All because customers choose reputed and reliable companies. Customers experience numerous factors and levels of satisfaction during the journey. Here, Air Cargo is sharing some insights that help improve the customer experience with airlines and airports. 

Lars Winkelbauer - A Journey to Improve Airport and Airline Customer Experience
Lars Winkelbauer - A Journey to Improve Airport and Airline Customer Experience
Understand the Journey of Airline and Airport Customer 

Various stages of the airline industry contribute to the overall experience of travelers. These stages that decide the traveler's journey are- pre-travel planning, ticketing, check-in, in-flight experience, and post-flight follow-up. All it needs is an understanding of the crucial journey of airlines and airports to offer a satisfactory and seamless experience. Airlines and airports need to identify the pain points and improvement sections to enhance reliability and customer satisfaction.

Common Pain Points in the Airline Customer's Journey
Customers of airlines face various challenges during their journey. Their challenges start from their planning to their arrival back home. We are going to categorize these pain points in different areas.

  • Complications in booking
  • Cabin experience problems
  • Ticketing and pricing issues
  • Airport chaos
  • Post-flight hassles

Among all, one of the most common pain points in the airline customer journey is booking complications. There are a lot of customers who face difficulties in searching for flights, comparing prices, and setting up payment options. When unexpected charges and lack of choice occur, customers face ticketing and pricing issues.
A factor that supports customer satisfaction is cabin experience. However, some customers report problems with food, seating arrangements, beverage options, and lack of entertainment.
One more challenge that travelers face is airport chaos. It involves overcrowded terminals, check-in or security screening, baggage mishandling, and flight delays and cancellations. 
Lars Winkelbauer - A Journey to Improve Airport and Airline Customer Experience
Lars Winkelbauer - A Journey to Improve Airport and Airline Customer Experience
Final words

In this blog, you have learned how we can improve airports and airline customer experience with Lars Winkelbauer. An understanding of the airline journey is necessary to provide a satisfactory customer journey. 

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