A new study by the Airline Passenger Experience Association (APEX) finds out that North American fliers are the world’s heaviest airline travelers. That’s why they are less satisfied with the flight experience in general.
The study says that North America is home of the heavy with the largest number of heavy fliers by a significant margin, with nearly one-quarter of all North American fliers weighing more than 200 pounds (91 kilograms). In troubling news, heavier passengers tend to be less satisfied with the flight experience in general. In contrast, 71 percent of the Asian passengers are under 150 pounds (68 kilograms), with a significantly higher rate of passenger satisfaction.
APEX collaborated on the survey with APEX member LRA by Deloitte, the leading global provider of Brand Protection and Customer Experience Measurement services for multinational companies with complex customer interactions.
For most global passengers, cabin comfort is top of mind. With 70 percent of respondents naming it as the single most important aspect of a satisfying flight, it beats out entertainment, service and food & beverage combined.
“This survey reinforces the fact that passenger experience investments go a long way in providing a return to our airlines,” said APEX CEO, Joe Leader. “Airlines have made it clear that they prioritize a more enjoyable and memorable flight for all passengers. I have no doubt that this data will give them unique insight.”
Some key findings from the survey include:
• One-third of passengers used Internet or social networking during their last flight
• Passengers become more sociable as class of service increases; three-quarters of First Class passengers spent time talking to other passengers during flight, compared with just more than one-half of Economy fliers
• Thirty-five percent of passengers were “very satisfied” with their last flight
• Extra leg room is the most desired cabin amenity, followed by more comfortable seats and more distance between passengers; 6 in 10 fliers say they would pay for extra leg room, with one-third willing to pay $10 or more
• More than one-half (55%) of passengers have downloaded an airline’s mobile app, using it primarily to check flight status, check rates, make reservations and check in for a flight
• In-seat entertainment remains the top preference for entertainment, compared with overhead or personal device
For most global passengers, cabin comfort is top of mind. With 70 percent of respondents naming it as the single most important aspect of a satisfying flight, it beats out entertainment, service and food & beverage combined.
“This survey reinforces the fact that passenger experience investments go a long way in providing a return to our airlines,” said APEX CEO, Joe Leader. “Airlines have made it clear that they prioritize a more enjoyable and memorable flight for all passengers. I have no doubt that this data will give them unique insight.”
Some key findings from the survey include:
• One-third of passengers used Internet or social networking during their last flight
• Passengers become more sociable as class of service increases; three-quarters of First Class passengers spent time talking to other passengers during flight, compared with just more than one-half of Economy fliers
• Thirty-five percent of passengers were “very satisfied” with their last flight
• Extra leg room is the most desired cabin amenity, followed by more comfortable seats and more distance between passengers; 6 in 10 fliers say they would pay for extra leg room, with one-third willing to pay $10 or more
• More than one-half (55%) of passengers have downloaded an airline’s mobile app, using it primarily to check flight status, check rates, make reservations and check in for a flight
• In-seat entertainment remains the top preference for entertainment, compared with overhead or personal device
