A customer’s experience on a flight is made up of many parts. You have to check in, TSA, Finding the gate, wait for boarding, actual board, and then you get to the actual flying part. All of these affect the customer’s perception of their flight experience. When looking to improve their experience it’s important to look at the process from a holistic approach instead of singularly focusing on the time spent on the plane.
I fly often. Every time I go home for breaks, I fly as my family lives in Orange Park, Florida. A consistent part of my flight experience has been the feeling of worry. Is my flight on time? What gate was I in? Has there been an unexpected delay I didn’t know of? Triple checking what time my connection was leaving. Looking at my boarding pass, sometimes easily finding the gate or the time. Other times that information not even being on there.
An integrative app, that has the information on flight times/delays, gate number, weather in travel location, etc. would be a benefit to many of the steps included in the flight experience. Most airlines have their own apps, but I – a frequent flyer – was not aware. I had to check on the app store to see if they had an app. Not all customers do that, I certainly wouldn’t have if not for this assignment. The importance put on their apps is obviously lacking. When looking at the apps, they obviously looked dated and made me feel as if the airline didn’t put much effort or time into it.
While many of the airlines know and acknowledge that easy access to flight information is beneficial to the customer, not enough has been put into this ‘great design’ that would positively affect a lot of flyers.
The improvement/advertising of their apps would really address the stress levels of their customers and improve their flight experience as a whole with easier access to information = less stress for the individual. It doesn’t require much work on the customer’s side, yet gives them a lot of benefits and security/knowledge about the service they will receive.