Notes

Slide Show

Outline

1	2007 Air Travel Tolerance Survey Results October 2007
2	Questionnaire Design
3	Many customers expect long waits, though most travelers expect their flight to go smoothly
4	While customers say that airline personnel are less attentive to their needs than previously, they believe overall that air travel feels about the same.
5	Travel frustrations tend to arise from inconveniences, not just the travel experience itself. Many frustrations arise as a result of travel plans taking an inconvenient turn: Long wait for baggage Unpleasant personnel Unpleasant passengers A smaller group of travelers tend to be frustrated due to the general anxieties associated with air travel (i.e., arriving at the airport, boarding the plane, etc.)
6	Most passengers feel that airline personnel are generally polite and helpful; however, many feel that security personnel are largely disinterested.
7	Airline staff behaviour does impact future choices; most will seek to fly with other carriers if flight options are comparable.
8	Most passengers feel that getting their preferred seat type is the most important component of have an enjoyable flight.
9	Chatty neighbours and unpleasant flight crews are most bothersome to passengers.
10	Kicking the seat back, loud talking and swearing, and excessively loud music are perceived as the rudest behaviours from fellow passengers.
11	Perceptions of rude behaviours differ between some groups Having children alters perceptions of what is considered rude. Those with children seem to be more tolerant of distractions caused by children. Percentage who feel behaviours are “very rude”: There are differences between the sexes too. Percentage who feel behaviours are “very rude”: Age plays a less significant, but definite, role: generally speaking, the older the customers, the less tolerant they are of rude passenger behaviour
12	Most customers have a fairly low tolerance for waiting in the plane on the tarmac.
13	A large majority of passengers feels that airlines should take more responsibility regarding delays
14	Many passengers experiencing delays expect timely updates, meal vouchers, and FTDs.
15	When a flight is cancelled, most passengers expect rebooking, free lodging (if required), and FTDs.
16	When asked about importance of specific amenities, legroom, snack/meal service, guaranteed seat choice, and entertainment were the more important.
17	Most customers would be willing to pay $10 or $20 more for these services.
18	Appendix Travel frequency Demographic measures Methodology
19	Travel frequency
20	Demographics
21	Demographics, cont’d.
22	Demographics, cont’d.
23	Methodology Purpose: Poll customers on their reactions to the changing air travel experience for press release Data collection period: September 27 – October 2, 2007 Sample requirements: Travelocity.ca customers who have booked at least one flight or package in the past 12 months Incentive: No incentive was offered for participation in the survey Response statistics: Emails delivered: 9,976 Responses: 529 Response rate: 5.3% Significant differences (at the 95% confidence level): n ~ 300 to 500 +/- 5.7% to 4.4% n ~ 500 to 1,000 +- 4.4% to 3.1% n ~ 1,000 to 1,700 +/- 3.1% to 2.4%