While at times air travel can be straightforward as a non-stop, domestic flight, yesterday's international, multi-connection, interline affair turns into something far more complex for passengers. Add time pressures to make tight connections, language barriers and inadequate signage, the air travel experience can quickly become a frustrating and confusing one for the average consumer.
Service providers can mitigate passenger frustration through adequate staffing of both airport and airline reps at key touchpoints in terminals. Reducing ambiguity and offering support services can greatly improve the consumer's perception of the travel experience, in turn, increasing customer satisfaction and loyalty to airlines.
Of course, paramount to any service system is the ability for service professionals to handle customer concerns both efficiently and effectively. Training courses and refreshers on effective listening and problem solving through service can give service staff the tools to handle the challenges that today's air travel can bring.