While the sheer volume of coverage might suggest airlines have some soul searching to do, the reality is far from it. Passenger satisfaction scores are actually up — for the fifth year in a row — despite a media frenzy that has brought an unprecedented amount of attention to this topic.
With that recent result, we thought it was a good time to ask the Travel Expert Index about the evolving state of the passenger experience. There is a myriad of factors that go into a remarkable passenger experience, such as airport facilities, crew friendliness, on-time performance and aircraft amenities. The moving parts make for a delicate dance between operations and expectations.
Some of the technologies that are advancing rapidly, such as self-driving cars, will certainly change the calculus for travelers evaluating how to get from point A to point B. Here’s how the Index sees the State of #PaxEx.