The Future of The Airline Passenger Experience

Passenger Experience Report

How are advances in technology and new data shaping travelers' journeys?

In this new report, we set out the airline experience as it exists now, reveal what passengers want from their travel experience now and in the future, and explore how airlines can make use of data and new technology to set about meeting those expectations.

We will focus on three key areas:

  • Flight Booking. How far has digitization brought us and what's left to do to create seamless booking experiences for all?
  • The In-Flight Experience.  From the complexities of airplane Wi-Fi to the untapped potential of in-seat screens and beyond, zoom in on the transformation of in-flight entertainment (IFE) systems.
  • Redefining Loyalty.  Are airline loyalty schemes in decline, and how can airlines innovate to engage more customers?


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