More In-flight Legroom or Food, Anyone?
When airline travellers were
asked this summer which two services or options they’d be willing to pay extra for,
respondents overwhelming chose extra leg room (63 percent) and food (42
percent).
Customer feedback will vary from airline to airline; however, findings of a recent poll conducted by Maritz Research reveal where airlines and caterers could improve their customer experience.
One-third (34 percent) of first-class travelers say that they would be more inclined to fly with an airline that offered gourmet food with a well-known chef in the first-class section. In addition, when asked about healthy dining options in airports, 57 percent said airports didn’t offer enough options for travellers. Also, if healthy and fast-food options were offered in the airport, nearly seven in 10 (69 percent) said they’d choose to eat healthy.
“Airlines and airports are part of the hospitality industry,” said Rick Garlick, director of consulting and strategic implementation at Maritz Research. “Other areas of the hospitality industry, such as hotels and amusement parks, take the customer experience seriously. They create a welcoming atmosphere, train their employees to deliver impeccable customer service and adapt to meet the wants of their customers. Airlines and airports should follow suit.”
Maritz Poll is a national consumer opinion survey conducted periodically by Maritz Research. This recent Maritz Poll surveyed more than 1,000 randomly selected adults throughout the United States about airline brands and customer experience-related issues.
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