Can it be the comfort of the chairs, the high caliber of the meals or the friendliness of the cabin crew that’s us with the identical airline period after time?
According to we discovered that satisfaction with a airline’s functionality is significantly overrated since the reason we remain dedicated to a specific airline.
Before ten decades ago airlines have faced high petroleum prices, the development of cheap airlines, natural disasters, and industrial actions such as the continuing workplace dispute in Qantas.
All these variables have made it a challenging start to the 21st century to its business. Maintaining passengers as faithful clients is a way to fortify an airline’s validity.
Most previous study on this subject focuses on airline selection, therefore and very little is understood about what makes a airline passenger faithful to an airline. Until today it’s been supposed that satisfaction contributes to customer retention, but our latest study proves this isn’t the situation.
So what’s is it that makes an airline customer loyal to an airline?
According to our findings, there are numerous elements that play a part in airline loyalty, but gratification isn’t among these. That is a surprising result, as it’s long been considered that this is an integral driver for using a airline. In reality, many airlines place a substantial quantity of effort and time into raising their client satisfaction.
We discovered there are different reasons people remain loyal to an airline, based on the type of traveller we’re. In the case of business travellers, it was found that the single most important factor for traveller loyalty is membership in a frequent flyer program. Being a member of a loyalty program has this group returning to the same airline time after time.
In a one way, I do not find this to be a surprising result, especially for Australian travellers. To travel anywhere from Australia is bound to be a long flight, and any preferential treatment, such as a quick check-in, or a comfortable lounge to wait in, can make a huge difference to the overall experience.
Should you frequently traveling, you wish to find some type of advantage from those hours spent in airports and on planes, by acquiring regular flyer points you may use on a lot more enjoyable things, like vacations.
When it comes to leisure travelers, it’s more challenging to trace loyalty back to solitary aspects. But, cost emerges among the most significant reasons why this category utilizes a particular airline.
You will find additionally a lot of different factors that are important, like an airline with the status of becoming a national company and the standing by the airline as perceived by buddies.
According to these findings, it might make sense for airlines to invest in creating and enhancing loyalty programs to improve their base of loyal clients, rather than placing all their efforts into raising client satisfaction, which can be generally extremely difficult to quantify in a legitimate way anyhow.
This also applies to leisure travelers, as it might pay off to discover new methods for earning loyalty programs more appealing to this particular group to lower their heavy addiction on cost.