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For eBusiness & Channel Strategy Professionals
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April 13, 2009 What Airline Passengers Value — And What Airline eBusiness Professionals Need To Do About ItPassengers Place More Importance On Convenience Than Priceby Henry H. Harteveldt, Elizabeth Stark with Kate van Geldern |
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Executive Summary
US airline passengers find convenience and price to be the two most important criteria when selecting an airline. Seventy-five percent of all US online air passengers choose the airline they fly most often because of the airports it serves, and 69% cite convenient schedules. What about price? It's important to 64% of passengers. But airline passengers are not homogenous — what's important to Delta's passengers may not be equally important to Continental's. To ensure their airline presents the content their passengers find most relevant, eBusiness teams need to establish the right interdepartmental relationships; provide context around flight information; and merchandise travel products in a useful, usable, and desirable manner.
TABLE OF CONTENTS
- Convenience, Price, And Efficiency Appeal To Value-Focused US Air Travelers
RECOMMENDATIONS
- Airline eBusiness Channels Must Reflect What Their Customers Value
- Supplemental Material
- Related Research Documents
This is an excerpt
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