SOURCE: PricewaterhouseCoopers LLP
Airline Performance Depends on Flyer-Focused Retail Customer Service
According to PwC, flyers are increasingly making purchase decisions based on a wide range of features and value enhancers, from extended seat space options and priority security line access to mobile ticketing and inflight Wi-Fi availability. Nine segments across business and leisure flyers, ranging from the elite focused, to the middle-of-the-road business traveler to a deal-seeking, leisure segment, all have distinct travel preferences and are willing to pay for different amenities. According to the report, studying the individual needs of these nine flyer segments can help airlines better rank their product and service features to identify additional opportunities and bolster top-line growth and bottom-line results.