13 Oct Why Americans Change Airlines
When we asked 1,000 Americans why they would stop using an airline, three underlying themes emerged around what consumers value most.
One interesting through line was that of transparency. And not, “it’s in the fine print,” but up front, no-unpleasant-surprises transparency. A third (35%) would change airline because of unfair or hidden fees and a quarter (26%) because of a change in pricing.
Another way to lose customers is any type of delay. Delays or cancellations were the number 2 reason (37%), and lost or mishandled luggage was identified by one in five (21%) as a dealbreaker.
Thirdly, despite customers sometimes having more touchpoints and time with an airline outside the airplane, the onboard experience was more important. One in five would leave over poor on-flight experience compared with one in eight (13%) over a poor off-flight experience.
For airlines this provides clarity around delivering value where it matters to their customers by providing a consistent, no surprises service, with enjoyable on-flight service.
For the complete data check out our micro report.