Ideas by Jessica Stronghill
What will it take for customers to fly again?
Air travel in the COVID-19 era and beyond: The customer perspective
With the air travel industry hard hit by COVID-19, many executives are focused on the task of financial recovery. Changes to operational practices and new ancillary revenue streams are top-of-mind.
But recovery is also about rebuilding customer confidence. It requires speaking directly with customers about their most urgent needs and concerns so that airlines and airports may regain customers’ trust and attract their business.
Recently we engaged 15 business and leisure travellers (ages 18–79) to walk us through key moments in their most recent air travel experiences.
We asked them:
What will it take for you to consider returning to air travel? And what should those moments look like when you do?