As the US enters its busiest travel season, are airlines prepared to handle the heavy demand?
As most travelers know from frustrating experiences, flight schedule disruptions can take a significant toll on customer loyalty. On average, a customer’s Net Promoter ScoreSM—a measurement of their likelihood to recommend an airline—is 16 points lower if their flight is delayed, according to recent NPS Prism® data. And airlines can be hit with a 90-point Net Promoter Score penalty when customers feel that they weren’t notified of a delayed or canceled flight in a timely manner.
While no airline is immune to delays, there are ways to mitigate customer frustration. Top airlines proactively alert travelers of a changing flight status, enabling customers to adjust their plans accordingly. Similarly, if it takes customers more than 10 minutes of their own time to manage a delayed or canceled flight, their Net Promoter Score experiences a dip. So, technology that makes flight management easier and faster can be critical in preserving loyalty.
The airlines with the top three Net Promoter Scores consistently outperform the industry—delay or no delay. They combat customer disappointment through a combination of data, customer-centric processes, and emerging technologies. Given that delays will be inevitable during the summer travel surge, loyalty leaders will focus on improving delay management, while guaranteeing a delightful flight experience for travelers, regardless of any itinerary disruptions.