Articles tagged “passenger experience”

Travelers often think their airlines lie to them about flight delays. While that could be true sometimes, it's almost certainly not the norm.

Airline passengers don't like being late. But what they probably dislike more is being late and not knowing why. Over the next few weeks, United will give some customers detailed information about the reason for delays. That could make passengers less anxious, which is a good thing.

United is lagging behind its competitors in launching international premium economy. But this is something it needs to do, if only because of competitive dynamics.

Airline lounges are rarely as opulent as the promotional pictures suggest. Yet passengers seem to love them. Why? Will they persist forever?

After so much bad news for passengers flying on British Airways, there's finally a bit of improvement coming to the airline — but only for international travelers.

Slowly, Virgin America is disappearing. That's bad news for its loyal customers in San Francisco, Los Angeles and other parts of the country. But it's necessary. Virgin America was too small as a stand-alone carrier to compete with the nation's four largest carriers.

You don't expect corporate travelers to dip into their own pockets on business trips. But certain travelers love to fly in premium cabins, and that's good news for Delta's revenues, which were already strong.

In the past decade, airlines have successfully convinced flyers to pay for everything from seat assignments to checking bags. But some of their most loyal customers are fuming.

Airport architects are busy rethinking the terminal experience, and that's a good thing. But don't expect any major changes, at least not soon. Instead, travelers will get incremental improvements.

Why is there often a lag between the service airlines promise and what they deliver? And how can it be fixed?