The truth about the inflight experience
Customer experience and how air travel is fast becoming a commodity
Today, a customer experience is more important than price when it comes to air travel.
Our Head of Customer Experience Rob Curran and team took on the mammoth task to analyse the inflight experiences of Europe’s most popular airlines.
Their aim? To understand what are the best and worst customer experiences on the market, from the minute customers book to the minute they pick up their bags.
Applying Wunderman’s proprietary Elements of Experience methodology, the team were able to rate the best (and worst) before, during and after flight experiences in a special report for WARC.