A new ‘sanitized’ passenger journey awaits travelers around the globe: While recovering passenger travels will be a major challenge for the upcoming years, airlines and airports alike are already working on re-establishing consumers’ confidence in future traveling through innovative solutions, empathy and care – as passengers themselves are also just learning a new way to travel.
The passenger journey as the vehicle to re-establish travelers’ confidence, satisfaction & loyalty
Now is the time for customer experience departments to position themselves at the frontline of the long-term adaptation to inevitable shifts in traveler behaviors and the changes that will stay for good. A smart and personalized physical and digital passenger journey might be the key to re-establishing passengers’ confidence in air travel and thus bolstering customer satisfaction as well as loyalty.
Further insights from Lufthansa Consulting’s aviation experts are available here
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