La Ligne | Issue 625 | May 2017:
The delicate management of a global phenomenon.
(Loosely translated from the original French): Planes diverted, passengers disembarked, threats, violent behavior, intoxication … such are the situations regularly experienced by many travellers, resulting from the acts of a minority of passengers. However, the consequences are sometimes serious for flight safety, not to mention the cost implications for the airline companies. The phenomenon is certainly not new and all airline staff are aware of this.
Consequently, a few weeks ago, the Director General For Civil Aviation (France)(DGAC) organized its first symposium on unruly passengers in order to explore the phenomenon and its effect on the airline industry.
In brief (GPE Summary):
The problem often begins before the passenger is on board the aircraft. Relevant factors may include customer satisfaction with their experience in purchasing a flight ticket; the ease of their journey to the airport; what happens prior to boarding the aircraft and numerous other aspects of the whole customer experience throughout the airport / airline ecoysystem. From the point of ticket purchase to boarding to the in-flight experience of each person, the data already exists to facilitate an improved customer / passenger experience and thereby reduce the likelihood of unruly behavior taking place, however the data is not currently collated and used in order to support and enable the best customer / passenger experience possible.
To read original article – in French – please click here.
