United Airlines customer experience refers to how the airline manages every touchpoint a traveler has, from booking a flight to landing at the destination. For a company operating hundreds of destinations across dozens of countries, that experience has to hold up across an enormous range of situations, from a routine domestic flight to a delayed international connection.<\/p>\n\n\n\n
Airlines face a particularly hard version of the customer experience problem, since a single flight touches booking, airport operations, in-flight service, and often a call center all within a few hours. Feedback gathered across these frequent flyer touchpoints<\/a> tends to reveal different problems than a single post-flight survey ever would. This guide looks at where United’s customer experience strategy performs well, where the data shows room for improvement, and what other brands can learn from both.<\/p>\n\n\n\n\n\n Customer experience in aviation is the sum of every interaction a passenger has with an airline, spanning booking, check-in, security, boarding, the flight itself, baggage handling, and any customer service contact. Airlines measure this differently than most industries because a single trip can include five or more distinct touchpoints in a matter of hours.<\/p>\n\n\n\n A strong airline customer experience program tracks feedback across at least two of these touchpoints rather than relying on a single post-flight survey. Isolated feedback from just the in-flight experience misses problems that started at booking or check-in and shaped how the passenger felt before they ever boarded.<\/p>\n\n\n\n A Passenger Journey Map is a tool often not widely used by all companies related to the mobility, transportation, and tourism world. However, the Passenger Journey Map is essential for airlines because it offers a deep understanding of the customer experience, helping them identify pain points, areas for improvement, and opportunities to enhance passenger satisfaction.<\/p>\n\n\n\n In this visual representation, it is possible to place not only the touchpoints of their consumers but also enrich them with valuable information previously collected or highlight sections that require special attention.<\/p>\n\n\n\n Below is an example of how a basic Passenger Journey Map would look based on the most common actions implemented by United Airlines to understand this concept better.<\/p>\n\n\n\nWhat is customer experience in the airline industry?<\/strong><\/h2>\n\n\n\n
The passenger journey map of United Airlines<\/strong><\/h2>\n\n\n\n
Table 01: Awareness<\/h3>\n\n\n\n