With airline service, ‘perception trumps reality’
Written by TechPurdue // April 5, 2012 // Admitted Students, Alumni & Friends, Business & Industry, Current Students, Faculty & Staff, Latest College News, Research, Technology Leadership and Innovation // No comments
More than 53 percent of frequent fliers say that air travel has gotten worse for them in the past year despite statistics showing the industry performing at its all-time best.
Purdue University airline expert Erin Bowen said passengers’ perception of their air travel experience has declined for four years, a period in which industry statistics have improved annually.
“Airlines are doing a poor job of conveying quality performance and improvements in areas such as on-time arrival rates to passengers,” said Bowen, a professor of technology leadership and innovation in the College of Technology. “Airlines like Southwest who push a service-oriented message continue to score highest in passenger friendliness for consumers.”