The future of the airline passenger experience

Carl Gissing, Director of Customer Service for Thomson Airways, was interviewed recently at this year’s World Low Cost Airline Congress.  He addresses the following issues:

  • the online experience for customers
  • passenger expectations with regards to their travel experience
  • emerging technologies
  • service failure and recovery with regards departure delays
  • the airport experience of the future

This entry was posted in Chap 10 Processes and technology, Sector: Hospitality & Tourism and tagged , , , . Bookmark the permalink.

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