Articles tagged “passenger experience”

Spirit Airlines is taking delivery of new aircraft, so this is an easy time for the airline to add more comfortable seats. The big question is will the airline pay to retrofit older jets to new standards? That's an expensive proposition, but it would show the airline is paying attention to passenger desires.

A British Airways hiccup earlier this month was merely the latest tech outage at a number of airlines. Why does the industry suffer from so many glitches? Experts point to some deeper reasons beyond the commonly heard "old tech" explanation.

People think airlines don't listen to customers. But they do, especially when revenue is at stake. American's most lucrative customers fly in first class, and when they're not happy, it's a problem. We're not surprised American is changing course on its short-haul first class product.

Spirit's decision to buy more airline technology from Sabre signals two things. Sabre has overcome a sales slump. And Spirit is investing to cope with its growth.

At most airlines, the advertising tagline is just for marketing. But Delta seems to take its tagline — "Keep Climbing" — a little more seriously than its competitors.

Airline employees, in spite of being the first point of contact for most airline passengers, often don’t have access to the right data at the right time. Empowering them with the appropriate tools is imperative for driving real personalization and loyalty in the future.

For long-haul flights SAS lacks the size and scale to compete with its much larger European competitors. On short-haul routes the airline can't compete with the cost structure of the continent's strongest low-cost-carriers. But there's one place it probably does have an edge: its onboard food.

With their onboard food and drink programs, airlines want to keep passengers happy. But they also want to keep costs reasonable.

This could go one of two ways. Passengers could revolt, taking to social media to complain about Delta's decision to reduce recline on 62 airplanes. Or customers could be pleasantly surprised at how much space they'll have under Delta's new test configuration.

British Airways probably will never win back its past magic. But the airline can get better and as it strives to improve, it should look forward, not back.