Weight is allied to customer satisfaction

By | Category: Travel news
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seat comfort seems to be a key driver for airline customer satisfaction

The larger you are the less satisfied you will be as an airline passenger. That seems to be the result of a survey undertaken by APEX – the Airline Passenger Experience Association.

Why should this be so?

If you are uncomfortable during a flight then it stands to reason that you won’t be that satisfied. If you can’t fit properly into the seat, don’t have enough leg room or continually get jostled then you may not be at your best or your happiest. Larger people are more likely to suffer because many aircraft seats were  designed when people were smaller.

Conversely, smaller people tend to be the most satisfied and, following the argument through, they are most likely to fit into seats that were designed for when we all weighed a little less.

For most global passengers, cabin comfort comes top of their wish list. With 70 percent of respondents naming it as the single most important aspect of a satisfying flight, it easily out- ranked entertainment, service and food & beverage combined. Extra leg room is the most desired cabin amenity, followed by more comfortable seats and more distance between passengers; 6 in 10 fliers say they would pay for extra leg room.

“This survey reinforces the fact that passenger experience investments go a long way in providing a return to our airlines,” said APEX CEO, Joe Leader. “Airlines have made it clear that they prioritize a more enjoyable and memorable flight for all passengers. I have no doubt that this data will give them unique insight.”

The APEX Global Passenger Insights Survey suggests what is keeping passengers loyal and what may be chiselling away at that loyalty and was done in collaboration with one of their members, LRA by Deloitte.

Only 35% of passengers were “very satisfied” with their last flight so obviously 65% – almost two-thirds of all those surveyed across the world – were unhappy or had no opinion. Doesn’t this suggest that airlines have a long way to go to satisfy the passenger?


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