{"id":54216,"date":"2022-07-21T17:17:18","date_gmt":"2022-07-21T21:17:18","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=54216"},"modified":"2022-07-21T17:40:46","modified_gmt":"2022-07-21T21:40:46","slug":"traveler-feedback-key-to-airline-success","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/traveler-feedback-key-to-airline-success\/","title":{"rendered":"Listening to Traveler Feedback Today is Key to an Airline\u2019s Success Tomorrow"},"content":{"rendered":"

It\u2019s no secret that the aviation industry has been one of the sectors most impacted by the COVID-19 pandemic.\u202fUnprecedented health and safety concerns in combination with travel restrictions resulted in air traffic coming to a standstill and passengers deserting airports for several months. On top of that, Russian aggression in Ukraine has caused regional travel and economic disruptions, put pressure on oil prices, and hampered the global airline business in general.<\/p>\n

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But even in this changing landscape, the airline industry is on a growth trajectory again. According to IATA reports<\/a>, total traffic in May 2022 (measured in revenue passenger kilometers or RPKs) was up 83.1% compared to May 2021. Overall traveler numbers are expected to reach 83% of 2019 levels in 2022, 94% in 2023, 103% in 2024, and 111% in 2025.<\/p>\n

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\u201cPeople need to travel<\/a>, and they will when the restrictions are lifted,\u201d we hear from the industry officials. Sure, but people\u2019s expectations when it comes to travel are not the same anymore. While opening borders plays a huge role in the speed of travel recovery, airlines and industry partners need to find a way to build resilience and future-proof their businesses. As McKinsey research on the 2007-09 downturn<\/a> has shown, companies that prioritize CX during a downturn stand to outperform their competition for years to come.<\/p>\n

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What do your travelers really want?<\/h2>\n

Traveler expectations of what great customer experience entails have shifted significantly over the past years and continue to evolve. From better transparency around the fares and services during shopping, to personalized offers, to more flexibility, and to better digital experience on airline websites and apps – there is no shortage of things that air travelers might want. But for your airline to make informed decisions and prioritize investments that will bring the most return in terms of customer satisfaction and loyalty, you need to listen to and leverage the feedback of your own travelers.<\/p>\n

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A modern experience management platform will make it easier to listen to more traveler feedback and give you a real-time visibility into the voice of your travelers, providing data insights to answer a variety of questions such as:<\/p>\n