First-Class Experience

Delivering Passenger Upgrades Means Airlines Must Manage Requirements—and Expectations

Airline passenger pet peeves are piling up. Complaints include flight delays, long check-in lines, lack of legroom and a demand for more digital convenience. The message is clear: No more than 59 percent of travelers from any region around the world are satisfied with their latest air travel experience, according to the International Air Transport Association 2017 Global Passenger Survey.
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