Nowadays, the focus on passenger experience is huge, with more and more customers searching for a travel experience, rather than a just a method of transport to get them from A to B.
Whether you're an airline or a train line, the way you make your passengers feel is integral to whether they'll be choosing you for their next journey.
Today, we've rounded up how you can improve your passenger experience.
THINK BEYOND THE JOURNEY
So many travel providers only think about the time spent on board, but the customer journey starts the moment they purchase their tickets (potentially before).
There are many easy ways you can ensure your passengers are happy, from regular travel updates to tips on what they can bring on the flight, or even suggestions for what to do when they get to their destination.
Be sure to also think about the human touchpoints, rather than only focusing on digital.
For example, is there a friendly, helpful person to speak to when they reach the check-in desk. How can this interaction be improved to help things go smoothly?
Of course, you can't guarantee a frictionless passenger experience every single time. Delays, cancellations and hold-ups happen, and they're largely out of the airline's control.
BUILD SOLID RELATIONSHIPS
You want people to recommend your airline to their families, friends and colleagues, and you want them to choose you next time they travel.
Some airlines have frequent flyer programmes, but it's important to think outside the box when it comes to building solid relationships.
CREATE A HOME FROM HOME
For many, the holiday begins as soon as they set foot on the plane. So, it's essential to make them feel right at home, whether they're on board for one hour or twelve.
Home comforts, such as blankets, pillows and even PJs, can make all the difference when it comes to ensuring your passenger is well-rested by the time they reach their destination.
Onboard dining can feel like a bit of a scramble, especially if you're in economy. So, consider the little details when it comes to food trays, glasses and cutlery and make sure they add to the experience, rather than complicate it.
Nowadays, you're not merely a transport provider; you're a hospitality and experience provider.
Engage with your customers.
Not quite sure what your customers want? Ask them and listen.
Concentrate on the things you can control, passenger comfort, communication and in-flight experience, instead of things you cannot (delays, changes to travel times and the crying baby on isle 4).
Send out surveys to current customers, ask for customer feedback before you land and create an open dialogue between yourself and the customers.
You could even host focus groups with frequent travellers, selecting a cross-section of passengers who travel for business, pleasure, solo or with family.
By designing a passenger experience around your customer, you can be sure they'll return time and time again.
For more information about how we can help you improve passenger comfort, please contact a member of our team today.