IATA Study Finds You Can't Run an Airline on Happy Passengers Alone
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Passengers like to have nice cabin environments, but they don't seem willing to reward airlines for offering them. It would appear, most often, that passengers choose airlines based on affordable fares and convenient routes. As IATA’s Tony Tyler said, you get what you pay for.
Happy customers alone don't make airlines profitable, the International Air Transport Association (IATA) has found.
During a special session on Cabin Trends during the recent IATA World Passenger Summit in Hamburg, Tim Jasper Schaaf, Director Marketing and Sales for IATA, presented the results of a comprehensive passenger study, but could not prove any correlation between making passengers happy and keeping airlines in business.
The study looked at 75 individual passenger experience factors which influence passenger satisfaction, from crew, to services and products. It was based on a survey of 60,000 passengers at 30 major participating airlines in 39 hubs around the world, separated by market and by business or leisure passengers.
"Initially we though
