Permanent research: Passengers prefer good service on a plane over a low price

Did you think low price wins? Extensive research has found that, with regard to international flights, parameters such as food, drink, service and previous experience have a much higher value than price. And: Is Wi-Fi in flight really that important to us?

Permanent research: Passengers prefer good service on a plane over a low price

Fine (and preferably well-seasoned) food, along with good service and reputation, are the ones that cause the highest satisfaction among international flights. This is according to a new study published by American business information company JD Power.

This is an interesting finding, especially in light of the fact that in recent times we have witnessed a financial culture where low flight prices, especially near destinations, have a great dominance. The study found that, as mentioned above, the price of the flight, as well as its various charges, was seen as less critical when it comes to customer satisfaction. In contrast, the service of the air crew has more weight.

The study focused on international flights departing from North America to destinations in Europe and Asia. He tested nine different satisfaction parameters: service on the aircraft itself, flight price and related charges, aircraft type, aircraft crew, check-in process, boarding process, passport inspection process, baggage handling and the flight booking itself.

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Air crew service has more weight than the cost of choosing an airline (Photo: ShutterStock)

Business class air hostess (Photo: Shutterstock, ShutterStock)

Reputation is more important than Wi-Fi

"A low price may be the best way to attract new customers," says Michael Taylor, one of the study's authors, "but regular travelers on international routes are looking for an excellent service experience. In flight at altitude, our taste buds are less sensitive. "

The study also found that in addition to food and drink, airplane entertainment systems have great value in terms of satisfaction. However, most subjects reported that they were more satisfied with the entertainment systems than drinking and food, so there was still room for improvement. Interestingly, there are differences between flights departing from the US and Europe and those currently based in Asia. In recent years, the satisfaction with the entertainment systems has been relatively lower.

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Providing unique food and drink to the airline attracts passengers to fly with it (Photo: ShutterStock)

Flight plane meal (Photo: ShutterStock)

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Turkish bypasses British

The study also shows that when passengers choose with which airline to fly, successful past experience with it has the most important value (40%). Other topics included customer service (36%), convenient schedules (35%), reputation (33%), and low ticket price (31%). Among international flights, parameters such as the weight of the baggage allowable to be raised, baggage pay and Wi-Fi network had extremely low weight.

In addition, it was found that among the airlines flying between North America and Europe, Turkish Airlines had the highest score. Next to it are Virgin Atlantic and British Airways, which shares third place with Delta Company.

As for airlines flying from US to destinations in Asia, Jaffan Airlines was ranked first most favored, followed by Delta and Korean Air.

The study is based on the responses of 6,287 respondents who flew to international destinations during the September-October 2019 period.