North American airlines entered 2020 with some of their highest customer satisfaction scores – the core values that drove that fulfilment will be even more important as the industry plots its recovery

“Airlines who make their customer experience a priority will reap the benefits in profits and reputation,” says consumer insights, advisory services and data and analytics…..

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…..

We are part of a technological revolution, but travellers seemingly still prefer the human touch to automation at the airport

From self-service check-in and baggage drop via self-scanning security points to biometric boarding, it is clear that technology is changing the travel experience at airports…..

North American traditional airlines gain traction in JD Power Survey

Larger North American airlines continue to gain traction in passenger satisfaction as the lustre of low cost airlines could be showing signs of fading, according…..