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Airline industry execs warn passenger experience improvements can’t be left up in the air

Airline industry execs warn passenger experience improvements can’t be left up in the air

airline passenger experience CX

“I don’t want to touch anything.”

“My neighbour isn’t wearing a mask.”

“What are the rules?”

It’s hard to capture the full range of questions and concerns passengers may have before they board an plane again, but anticipating and preparing a response is the only way for airlines to recover, executives told the virtual Passenger Experience Conference on Wednesday.

According to more 950 million conversations in passenger datasets it collects, for example,

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