As the US enters its busiest travel season, are airlines prepared to handle the heavy demand?
As most travelers know from frustrating experiences, flight schedule disruptions can take a significant toll on customer loyalty. On average, a customer’s Net Promoter ScoreSM—a measurement of their likelihood to recommend an airline—is 16 points lower if their flight is delayed, according to recent NPS Prism® data. And airlines can be hit with a 90-point Net Promoter Score penalty when customers feel that they weren’t notified of a delayed or canceled flight in a timely manner.
While no airline is immune to delays, there are ways to mitigate customer frustration. Top airlines proactively alert travelers of a changing…
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