Before Flight:
Good safety record (98 per cent) and the good reputation of an airline are given paramount importance while booking a mid or long haul flight. Good services on board in economy class, flexibility on luggage allowance and option of checking in at least one piece of luggage at no extra cost are especially important for passengers who have children.
Own experience (71 per cent), close acquaintances and travel/comparison portals are the top three sources to trust for an airline recommendation. An easy to use website of an airline, travel bloggers/specialized online travel magazines, active digital sources of an airline, easy to use mobile application of an airline, advertising of the airline and reports on TV/radio were of a higher importance among business and first class travelers. All inclusive fares are an additional consideration factor for a majority of the respondents (74 per cent) as well.
Long queues at the Check-in counter (75 per cent) and crowded waiting areas were the major pain-points for respondents. Insufficient information about possible delays also continues to be an issue for passengers.
Online check-in via mobile apps/smartphones and automatic check-in service are the top two expectations of travelers regarding the check-in process. Business and first class passengers have higher expectations for automatic check-in services and early check-in opportunities.
During Flight
Cleanliness of cabin/lavatory (97 per cent), quality of food & beverages (96 per cent) and friendly/attentive/accessible staff (96 per cent) are passengers’ prior expectations regarding a mid or long-haul flight.
Mobile phone calls and inflight connectivity ranked high on the preference list of respondents (73 per cent), with a majority expressing an interest in using the services only if charges were slightly higher than normal usage tariffs.
The majority of passengers wish presence of healthy food and the opportunity to drink water at any time during the flight. Also, choice of several menu options, multi-course menu and special food and drinks for children are other expectations of travelers from catering services on board.
For a majority of passengers (97 per cent), healthy food options were a key factor for them to choose an airline. Also, choice of several menu options, multi-course menu and special food and drinks for children are other expectations of travelers from catering services on board.
Key among the expectation for pre-landing services are information about customs regulations (96 per cent), information about the expected waiting period for entry (94 per cent) and advice about travel options (92 per cent).
After Flight
Access to an arrival lounge (96 per cent) and a information desk in the baggage reclaim hall in case of lost luggage (96 per cent) are the two most important services on the ground for Indian travelers.
Satisfaction with airline services in difficult situations such as damaged luggage (66 per cent), lost luggage (64 per cent), delayed flights (58 per cent) and cancelled flights (55 per cent) were key consideration factors in airline choice.
Satisfaction with other services such as cabin lighting, cabin temperature, catering quality, in-flight entertainment, comfortable seating etc. are ancialliary deciding factors for passengers when considering an airline.
The online survey, conducted in partnership with Nielsen, reached out to a respondent pool comprised of individuals aged 18 years or older who have used flights as a mode of travel in the last two years and was conducted between 16 to 26 February, 2018.
HIGHLIGHTS
* The survey saw a “significantly higher percentage of business and first class travellers expressing a need for child care on board”
* The main paint points for flyers are long queues at check-in counters, crowded waiting areas and insufficient information about possible delays
Free and fast internet and comfortable seats, apart from great food, top the wishlist of Indian globetrotters. Turkish Airlines Wednesday released its “aviation trends India 2017” survey which shows what flyers look forward to the most on medium to long haul flight. The survey, conducted online, saw a “significantly higher percentage of business and first class travellers expressing a need for child care on board and an area for network generation, compared to economy and premium economy travellers.”
Turkish Airlines GM (northern and eastern India) Ozer Guler said: “The Indian civil aviation sector is on a growth trajectory. Favourable government policies, economic growth, an upwardly mobile middle-class and competitive air fares have given a rise to a willingness for people to adopt air travel as a preferred mode of transport in India. As such, their expectations and demands for services and amenities have significantly evolved. The Turkish Airlines Aviation Trends Survey 2017 gives us a glimpse into this changing landscape and allows us to better address our customers demands and needs.”
