It goes without saying that the COVID-19 pandemic had a significant impact on the air travel industry, with airlines experiencing a sharp decline in passenger numbers.
As countries have now lifted travel restrictions and air travel progressively returns to post-pandemic levels, the question arises: Have airline passenger expectations changed as a result of the experiences of the global pandemic?
Let’s take a look at some of the changes in air traveller expectations that have been wrought as a result of the global crisis.
Price and Value
Price has always been a major consideration for airline passengers, and this remains true in the post-pandemic era. However, passengers are now more price-sensitive than ever before.
With many people having lost their jobs or experienced a reduction in income during the pandemic, travelers are looking for affordable airfares.
However, they are also looking for value for money, with many people expecting airlines to provide additional benefits, such as flexible cancellation policies and free baggage allowances, in order to entice passengers to book.
Safety
In the wake of the pandemic, passengers are more concerned about their safety and perhaps also their hygiene when flying. As air travel resumed, airlines responded by implementing a range of measures, including increased cleaning and sanitization, mask-wearing, and social distancing.
Although many of these measures have now lifted or relaxed, passengers still tend to expect airlines to continue to prioritize their health and safety, and may be willing to pay a premium for airlines that go above and beyond in this area.
Flexibility
Flexibility has always been important for airline passengers, but it has become even more crucial in the post-pandemic era.
With travel restrictions changing frequently and many people uncertain about their travel plans, passengers expect airlines to offer flexible booking policies.
This includes the ability to change or cancel flights without penalty, as well as the option to book refundable fares.
Airlines that are able to offer flexible booking options may be more likely to attract passengers in the post-pandemic era.
Technology
The pandemic effectively accelerated the use of technology in the airline industry, with many airlines introducing contactless check-in, mobile boarding passes, and other digital innovations.
Passengers now expect airlines to provide a good seamless digital experience, from booking to boarding. This includes the ability to book flights online or via mobile, receive real-time flight updates, and access entertainment and other services via in-flight entertainment systems.
Airlines that are able to provide a seamless digital experience are likely to have an advantage in the post-pandemic era.
Environmental Impact
As an offshoot, the pandemic also highlighted the impact of air travel on the environment, with many people subsequently becoming more conscious of their carbon footprint.
Passengers may now be more likely to choose airlines that prioritize sustainability and the environment. This includes airlines that use more fuel-efficient aircraft, reduce waste, and invest in renewable energy.
Airlines that are able to demonstrate their commitment to sustainability may be more likely to attract passengers in the post-pandemic era.
Summary
It goes without saying that the COVID-19 pandemic had a significant impact on the air travel industry, with many passengers canceling or delaying their travel plans.
As countries began to lift travel restrictions, airline passenger expectations have shifted. Passengers are now more price-sensitive, concerned about their safety and hygiene, and expect airlines to provide flexible booking options and a seamless digital experience.
Additionally, passengers may now be more likely to choose airlines that prioritize sustainability and the environment.
As the air travel industry continues to emerge from the global pandemic era, airlines that are able to meet these changing expectations are likely to succeed.
