More than half of Americans believe airline customer service is in decline and millennials lead the complaints

Millennials are twice as likely as baby boomers to complain about airline service, according to new research of American air passengers. Worryingly, more than half…..

What makes flyers happy? It’s generally all about meeting (and beating) traveller expectations

Whether we are travelling for business or leisure, we all have our preferred way to fly. Some like to board early to ensure overhead luggage…..

Flying frustrations such as lost luggage, hidden fees and cancelled flights can leave us ‘crying while flying’ and put us off flying for life

If life’s a journey, just how painful is the ride? From crowded flights to opaque carry-on rules, modern air travel can be a complex experience,…..

Delta’s added ‘frills’ from new international main cabin experience are already connecting with customers and boosting loyalty

Although US major Delta Air Lines remains in the early inning of rolling out a new international main cabin experience, early results looks promising. Back…..

Passengers want more control over the travel experience and are happy to adopt technology, but they don’t want to be left waiting

Travellers want more personal control over their journey via their smart phone, want to use biometric identification to speed up travel processes, be able to…..

From ULCC to high value carrier – Spirit’s new seats support its efforts to improve customer sentiment

The selection of new seating on Spirit Airlines’ future aircraft deliveries appears to be part of the carrier’s years long strategy to shore up more…..

IFE has opportunity to act as ‘the perfect content aggregator’ as airlines are advised to step away from content volume towards passenger personalisation

For a long time, the onboard content offered to air travellers has been a key part of the flight selection process, alongside convenience, schedule, price……

By the end of the next decade Generation Z will out number Millennials as the largest global airline passenger group: will airlines be ready to meet their demands?

Loyalty has been at the heart of many business strategies over the past couple of decades. This has been particularly true for the airline sector…..

Digital travellers are demanding more automation and hands-on control over each step of their journey; they will make up more than two thirds of the travel market by 2025

Airport and airline IT executives believe that the growing number of tech-savvy travellers will have the biggest impact on their digital plans over the next…..

The alarming issue of security delays – we can’t avoid them, but perhaps should readjust our expectations

One of the biggest pinch points in the airport journey is security, a necessity and one that airports work hard to try to maintain required…..

Pittsburgh’s deployment of AI won’t make security queues shorter, but it will certainly set passenger expectations and could boost airport spend

There have been lots of positives for Pittsburgh International airport since US Airways dropped the airport as a hub in the middle of the last…..