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Key changes for success

No barriers: Crew should break down the “us and them” dynamic and be more visible.


Better communication: Airlines should be clearer in all communication, taking inspiration from the likes of Monzo and Uber and their useful apps, as well as giving better in-flight updates.


Emotion-led design: Carriers should look to enhance the overall flying environment to reflect hotels’ approach to design.


Introvert vs extrovert experience: Consider a wider range of customer emotions when creating the flying experience.


Aim for contentment, not joy: Creating a baseline of comfortable contentment should be the ultimate goal.

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TTG - Travel Trade Gazette
For Smarter, Better, Fairer Travel
TTG Media Limited.
Place of registration: England and Wales.
Company number 08723341.
Registered address: New Bridge Street House, 30-34 New Bridge Street, London EC4V 6BJ