What Do Passengers REALLY Want?
Millennials love travelling and now it is more accessible than in the past years. According to IATA reports, it is forecasted that the number of air passengers will double over the next 20 years, creating undue demands on airports. Airports and their suppliers must be quick on their delivery towards increasing Personalized Customer Experience. Airports are continuously more overcrowded hence the need for a haven of peace and tranquillity.
Passengers want access to quiet airport lounges.
Picture this, you have access to this lounge because you fly an airline in a business class for the first time because you want to avoid queuing and get a special experience. Instead of that, you must wait in long queues to get in and then again to get food, often poor-quality food, boring drinks, noisy conversations and no seats available. That isn’t exactly the VIP treatment you expected, is it?