IATA PaxInsight Survey Offering Strengthens in Trans-Atlantic Market with Inclusion of Virgin Atlantic
Rio de Janeiro, June 9
The International Air Transport Association has announced a strengthening of its IATA PaxInsight passenger satisfaction benchmarking program with the addition of Virgin Atlantic's trans-Atlantic routes to the survey.
From booking and check-in to flight comfort and the arrival experience, PaxInsight measures satisfaction on more than 60 travel attributes across the passenger journey.
According to a release, airlines participating in the program are able to benchmark their own customers' satisfaction levels against industry averages and against their competitors on the same routes.
Over the past year, PaxInsight has collected feedback from more than 57,000 passengers from its participating airlines. The solution uses a trusted survey methodology with a representative sample by class of travel and city pair based on monthly schedule data. With survey responses being visible to airlines within five minutes of survey completion, airlines can quickly respond to opportunities, challenges, or changes in passenger behaviour.
"We continually listen to our customers through a range of satisfaction surveys and real-time feedback, helping us to prioritize investments and uphold our award-winning premium experience. PaxInsight will now allow us to gain even richer insight into customers' experiences on this hugely important trans-Atlantic market, offering accurate benchmarking and timely, comparable data, supporting our journey to become the most loved travel company," said Juha Jaervinen, Chief Customer Officer at Virgin Atlantic.
PaxInsight is the latest addition to IATA's data and insights portfolio that helps airlines make more informed decisions, improve operational efficiency, increase safety, and identify growth opportunities.
According to the release, Frederic Leger, IATA's Senior Vice President, Products and Services, said, "Data and insights are important for any airline to better understand their business and respond to changes in the market. This is particularly true when it comes to the person at the centre of any airline operation: the passenger. While airlines can easily survey their own passengers, PaxInsight brings valuable insights by being able to benchmark against competitors. And with each carrier that joins the program, that value increases to the benefit of airlines and the passengers they serve."
— ANI
Reader Comments
I wish Indian airlines would participate in similar programs. The feedback loop within 5 minutes is impressive—airlines can actually address issues in real-time instead of brushing things under the carpet. But will they act on the data? That's the real question.
All this data collection is fine, but what about the actual passenger experience? I flew Virgin Atlantic last year and it was decent, but this survey won't help if airlines just use it for marketing gimmicks. Hope they genuinely improve legroom and food quality. 🍽️
As someone who flies between India and the US frequently, I'd love to see Air India or IndiGo adopt similar benchmarking. The competition on trans-Atlantic routes is heating up, and Indian carriers need to up their game. This is a smart move by Virgin Atlantic.
It's a good program, but I'm skeptical. Airlines already collect tons of data—why does IATA need another survey? It might just be a cash grab for them. Still, if it helps Virgin improve, I'm all for it. Let's see the results first. 🤔
Finally some real-time insight into passenger satisfaction! Too often airlines rely on outdated surveys that nobody wants to fill. If this helps Virgin maintain its premium experience, I'm all for it. Now if only Indian carriers would follow suit... 🙂
We welcome thoughtful discussions from our readers. Please keep comments respectful and on-topic.