- What do passengers want in an Airline Service?
The first and the most basic requirement by the passengers in an airline service is the seamless and secure travel and aircraft experience. The presence of a seamless experience is the most basic requirement for the customers. Apart from safety it has been seen that customers of the modern days wants a great experience with their aircraft. The presence of luxury seating arrangements and high class service inside the airport is a major boon for the customers. On the other hand, the study of Kurtulmuşoğlu, Can & Tolon, (2016) says that as the companies move towards the digitalization of the processes the passengers need to be confident about their personal data and expects them to be safe. Apart from this the customers also want to receive reliable and safe alerts from the airline on the different changes throughout their journey. They want to receive the following updates through personal SMS’s or through their e-mail. Most of the people nowadays also want a clear digital update on the location of their luggage and the time frame of the delivery.
- Can an Airline satisfy the wants of all passengers?
The demands and wants of the customers who travel by airlines have been going on increasing with the passage of time. It is not possible for the airline companies to accept all the demands of the passengers and fulfill them accordingly (Taneja, 2016). However most of the airline companies try to fulfill a majority part of the demands of the organization. The airlines customers’ wants low pricing; comfortable seating, free baggage and good food in one go. However, it is not possible to provide all of these in one time. Therefore, the management of the Airline Companies tries to provide most of these services to ensure success.
References
Kurtulmuşoğlu, F. B., Can, G. F., & Tolon, M. (2016). A voice in the skies: Listening to airline passenger preferences. Journal of Air Transport Management, 57, 130-137.
Taneja, N. K. (2016). Designing future-oriented airline businesses. Routledge.
