Commercial Aviation Today

There is certainly considerable value for airlines in being able to maintain long-term relationships with passengers. While attracting clients is undoubtedly essential, a chance to keep existing passengers happy and motivated enough to book their next journey with you is integral to long-term business success.

There are many methods to building long-term relationships with customers, including incentive-based marketing and follow-up communications. However, nothing can beat the impact of delivering an excellent amount of service for passengers while they’re on the airport or on-board the aircraft. Whether passengers are travelling for pleasure or business, they want to feel certain that their experience will be a confident one. Get the approach right first-time plus your airline is more probably be the initial place they consider when booking their next flight.

Regardless of what their reason for travelling, a very important factor your passengers will be searching for from the journey will likely be relaxation. Many will be hoping to get some sleep throughout the flight, to allow them to start their holiday or business trip feeling refreshed. Unfortunately, it is not always a straightforward feat – particularly as fellow passengers may choose to talk or have children which can be making noise – so it’s important that airlines find a method of making sure that the passengers which sleep and relax can do so.

Frequent business travelers, take heart. On April 19, 2011, the U.S. Department of transportation (DOT) ruled for the Passenger Bill of Rights, a fresh set of rules that airlines is required to follow regarding passenger level of comfort, transparency of info, the handling of consumer complaints as well as other quality-of-travel issues.

Introduction to New Flights Rules

The Passenger’s Bill of Rights unequivocally states exactly what the airlines need to do to help you guarantee the quality of travel and consumer rights with their passengers. Here’s a brief overview of many of the DOT’s new rules for the airlines:

Passenger complaints-must be responded to within One day, and resolved within two weeks
Tarmac delays-Have systems available in order that in the eventuality of an extended delay, no plane is about the tarmac in excess of three hours without having to be attached to a gate.
Notify of delays-Notify passengers of known delays within 10 mins via public announcement or even the plane’s loudspeaker.
Food, water and facilities-In the event of an delay, provide passengers with food, water and lavatory facilities.
Elderly, disabled or special needs passengers-Be in a position to move passengers to a different gate or airport, if needed and establish procedures to reunite these with their baggage.
Fee transparency-make the best fare information, cancellation policies, frequent flyer program requirements, etc. available rrmprove them frequently.
Bumped or delayed passengers-Passengers bumped or delayed over 12 hours will likely be compensated with 150% in the ticket price.
Non-airline advocates-Establish a Passenger Review Committee consisting of non-airline advocates who would be able to review and investigate formal complaints.