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A customer experience perspective on how to deal with COVID-19-induced uncertainties

The COVID-19 crisis challenges airlines and airports to regain passengers’ trust in air travel whilst focusing on the right measures to spark interest in air travel again and at the same time avoid unnecessary cash-outs. Consequently, understanding the customer has never been more important in order to identify and prioritize product and service investments effectively and succeed in the swelling fight for passengers.

The big challenge for the players of the aviation industry will be to find ways to remain successful in this competitive environment with its uncertain future. Following a customer centric approach in response to these uncertainties, on both the passenger and business side, will help to rebuild passengers’ confidence in air travel and identify the most effective measures. Lufthansa Consulting recommends aviation companies to deliberately invest in customer experience improvement measures today to stay competitive in the market in the long run.

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This article is part of Lufthansa Consulting’s ongoing series ‘Shaping flexible organizations: how to deal with COVID-19-induced uncertainties’ and focuses on the customer experience perspective.

If you are working for an airline, airport, ground handler, OEM, MRO or an aviation authority, we invite you to follow our article series on shaping flexible organizations.