We have been working on a project focusing on the Passenger Experience (PaxEx). There has been a lot written, blogged, tweeted and commented in the press. But what we’ve found is that most of the positive press has been dedicated to the business/first class passenger.
And yet, from the economy class (ordinary) passengers’ perspective, there has not been much positive change. They’re still lined up continuously, hassled at security, herded in airports, spammed with retail offers and pay higher prices for food and beverages. They’re still made to wait, kept in the dark about flight changes and sit in cramped, fully-loaded planes. They’re still in immigration queues that seem endless, wait for baggage that seems to take as long as a short-haul flight and wait for taxis or buses in yet another line. All this, the passenger endures because they want to fly somewhere. Today’s passenger feels hassled and neglected! We have a problem, assuming that we’re trying to make the Passenger Experience better!