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Airlines switch focus to customer experience

A number of airlines have committed to improving passengers' experiences on flights

A number of airlines have committed to improving passengers’ experiences on flights during a new survey by Sabre Airline Solutions.

The poll, which involved 90 airlines, revealed that 86 percent of carriers viewed customer loyalty and retention efforts as having the most positive impact on their business.

Almost half said that customer experience is the most important issue related to customer loyalty, which spells good news for airline passengers.

Sabre’s vice president for airline marketing Gordon Locke said that more airlines are placing an emphasis on customer loyalty and retention than was the case two years ago.

"That’s not surprising as airlines grapple with the challenge of introducing additional fees to generate much-needed new revenue in a way that doesn’t erode an airline’s brand or negatively impact customer loyalty," he explained.

"The airline that finds that magic balance will become a model for the rest of the industry."

Mr Locke went on to say that airlines will soon be using new technologies in order to place greater focus on customer experience.

In August, Sabre Travel Network launched its improved Virtually There itinerary product, which allows passengers to access trip information.