IATA PaxInsight research offering strengthens in transatlantic market with inclusion of Virgin | News
The International Air Transport Association (IATA) has announced a strengthening of its IATA PaxInsight passenger satisfaction benchmarking program by adding Virgin Atlantic’s transatlantic routes to the survey.
From booking and check-in to flight comfort and arrival experience, PaxInsight measures satisfaction across more than 60 travel features throughout the passenger journey. Airlines participating in the program can compare their own customer satisfaction with industry averages and with that of their competitors on the same routes.
Over the past year, PaxInsight has collected feedback from more than 57,000 passengers of participating airlines. The solution uses a trusted research methodology with a representative sample per travel class and city pair based on monthly planning data. Because survey responses are visible to airlines within five minutes of survey completion, airlines can quickly respond to opportunities, challenges or changes in passenger behavior.
“We continually listen to our customers through a series of satisfaction surveys and real-time feedback, helping us prioritize investments and maintain our award-winning premium experience. PaxInsight will now enable us to gain an even richer understanding of customer experiences in this hugely important transatlantic market, providing accurate benchmarking and timely, comparable data, supporting our journey to become the most loved travel company,” said Juha Jaervinen, Chief Customer Officer at Virgin Atlantic.
Expansion of the data and insights portfolio
PaxInsight is the latest addition to IATA’s data and insights portfolio that helps airlines make more informed decisions, improve operational efficiency, increase safety and identify growth opportunities.
“Data and insights are important for any airline to better understand their operations and respond to changes in the market. This is especially true when it comes to the person at the center of an airline’s operations: the passenger. While airlines can easily research their own passengers, PaxInsight provides valuable insights by comparing against competitors. And with each airline that joins the program, that value increases to the benefit of airlines and the passengers they serve,” said Frederic Leger, IATA’s Senior Vice President, Products & Services.
