Achieving Client Satisfaction on Board
Achieving client satisfaction on board by Martina Rohm
In-flight Service determines airline passengers’ decision
Due to rapid changes and new trends in the aviation business, continuous product revision is required to respond to customer demand and to react to increasing competition. Lufthansa Consulting has developed a specialized in-flight service evaluation system which reviews and assesses the onboard product of airlines, in detail, and can be adapted to particular customer requests. The client receives a comprehensive analysis of more than one hundred single product elements as a basis to review the overall in-flight product strategy and to improve processes on board.
The In-flight Product today
Customer satisfaction is an essential goal for each airline providing passenger services. The on board experience is still something special for the client. The customer has a wide choice to select the appropriate airline product according to their requirements. Therefore, airlines are continuously working on the in-flight product development and innovation to differentiate themselves from competitors. During the last few years a variety of in-flight product innovations have entered into the market. This includes the aircraft seat on long haul flights as an important product element which is continuously being improved and renewed according to its life cycle and changing customer requirements. The current development of Business Class seat roll-outs shows the significance of this product element which influences the buying decision of the passenger especially on long haul flights. Lufthansa’s recently introduced PrivateBed, Singapore Airlines’ SpaceBed and Air France’s Espace Affaires seat are just a small selection. Most high quality airlines are constantly striving to enhance the seating comfort to achieve competitive advantage. Also the “classic” Food & Beverage Service has passed through numerous product enhancement activities recently. “Carry-On Cuisine”
In-flight Service determines airline passengers’ decision
Due to rapid changes and new trends in the aviation business, continuous product revision is required to respond to customer demand and to react to increasing competition. Lufthansa Consulting has developed a specialized in-flight service evaluation system which reviews and assesses the onboard product of airlines, in detail, and can be adapted to particular customer requests. The client receives a comprehensive analysis of more than one hundred single product elements as a basis to review the overall in-flight product strategy and to improve processes on board.
The In-flight Product today
Customer satisfaction is an essential goal for each airline providing passenger services. The on board experience is still something special for the client. The customer has a wide choice to select the appropriate airline product according to their requirements. Therefore, airlines are continuously working on the in-flight product development and innovation to differentiate themselves from competitors. During the last few years a variety of in-flight product innovations have entered into the market. This includes the aircraft seat on long haul flights as an important product element which is continuously being improved and renewed according to its life cycle and changing customer requirements. The current development of Business Class seat roll-outs shows the significance of this product element which influences the buying decision of the passenger especially on long haul flights. Lufthansa’s recently introduced PrivateBed, Singapore Airlines’ SpaceBed and Air France’s Espace Affaires seat are just a small selection. Most high quality airlines are constantly striving to enhance the seating comfort to achieve competitive advantage. Also the “classic” Food & Beverage Service has passed through numerous product enhancement activities recently. “Carry-On Cuisine”