Delivering a great passenger experience in aviation

Delivering a great passenger experience in aviation

Responding to the Department for Transport’s announcement that they will be consulting on a new aviation passenger charter, Chief Executive of the AOA, Karen Dee said:

“CAA figures show that more than 8 in 10 people had a good experience on their most recent flight, demonstrating that the UK aviation industry is offering a great passenger experience. Nevertheless, as an industry we are always looking to build on our success. As part of that, we look forward to working with Government through the Aviation Strategy on a Passenger Charter to further improve the experience for all passengers.”


Notes to Editors:

  1. The percentage of consumers who were satisfied with the overall travel experience during their last flight was 83% in the latest wave (Spring 2018) of the CAA’s UK Aviation Consumer Survey.
    1. Satisfaction with complaint handling is at its highest recorded level, with 64% of those consumers who made a complaint happy with the process – up from 53% in the fourth wave and 50% in the third.
  2. In 2017, more than 3 million requests were made by passengers with reduced mobility for assistance at UK airports, according to the CAA.
    1. Requests for assistance are increasing at a rate of around double that of general passenger growth.
    2. 83% of assistance users were satisfied overall with the assistance that they have received, with between 54% saying that they were very satisfied.