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INTERNATIONAL. Cabin comfort and connectivity are the most important elements in ensuring passenger satisfaction onboard airlines, a new survey has said.
The Airline Passenger Experience Association (APEX) has unveiled data from its recent survey of airline passengers from around the world, including insights related to cabin comfort, passenger connectivity, entertainment and other factors.
Some 70% of respondents named cabin comfort as the single most important aspect of a satisfying flight, beating entertainment, service and food & beverage combined.
Key findings from the survey include:
• One-third of passengers used Internet or social networking during their last flight
• Passengers become more sociable as class of service increases; three-quarters of First Class passengers spent time talking to other passengers during flight, compared with just more than one-half of Economy fliers
• 35% of passengers were “very satisfied” with their last flight
• Extra leg room is the most desired cabin amenity, followed by more comfortable seats and more distance between passengers; six in 10 fliers say they would pay for extra leg room, with one-third willing to pay US$10 or more
• More than one-half (55%) of passengers have downloaded an airline’s mobile app, using it primarily to check flight status, check rates, make reservations and check in for a flight
• In-seat entertainment remains the top preference for entertainment, compared with overhead or personal devices.
“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 prioritise a more enjoyable and memorable flight for all passengers. I have no doubt that this data will give them unique insight.”
APEX collaborated with LRA by Deloitte to conduct the APEX Global Passenger Insight Survey. A total of 3,400 respondents on a web-based survey platform were screened to ensure that they had travelled within the last 12 months and were over 18 years of age. Surveys were completed between 7 and 28 May 2015. Results were weighted by region and country and were collected in the following countries: Australia, Brazil, Canada, Chile, China, France, Germany, India, Indonesia/Malaysia, Israel, Japan, Jordan, New Zealand, South Africa, Turkey, United Arab Emirates, UK and USA.
