Resource Systems Group, Inc (RSG) of Vermont has released selected results of its 2012 US air traveler survey. The project summary provides a view of current business and leisure travelers’attitudes towards air carrier services. Although the US economic downturn has led top line-focused airlines to consider increasing numbers of ancillary revenue streams (ie, extra fees), certain charges, specifically convenience and comfort focused, are viewed as well worth it to certain travelers. Further, with the increasing ability of airlines to personalize offers to specific customers, the insights from this study inform which customer segments are most likely to be attracted by certain fee-based service offerings while increasing their satisfaction with air travel experience and providing airlines with that much needed revenue.
Among the study’s major findings:
Travelers’satisfaction with fare, services and amenities decreased significantly since 2008. While some of the services such as food and inflight entertainment do not seem to influence overall flight satisfaction, convenience-related aspects such as schedules and in-flight service are shown to be significant drivers.
Travelers on flights where Wi-Fi is available are significantly more satisfied with their flight overall, even if they don’t use it. Passengers expect to pay for Wi-Fi service.
Willingness-to-pay to avoid additional travel time has stayed about the same since 2000. Business travelers are willing to pay about $85 for one hour saved, while leisure travelers value one hour at about $38.
Travelers are willing to pay extra to avoid the middle seat. Business travelers are estimated pay up to $26 and leisure travelers up to $15.
Online purchase of airline tickets continues to be on the rise since 2000. Today, nearly 90% of air travelers gather flight information online and 85% of air travelers are purchasing their tickets from an online source. Compared to 2008, these numbers are up from 81% and 73% respectively. Convenience of the transaction is the major driver in overall ticket purchase satisfaction.
RSG designed and independently funded this survey which consisted of half-hour interviews of 1,031 U.S. domestic and international air travelers. RSG has conducted several hundred studies for major transportation clients throughout the world, including government agencies, transportation service providers and equipment manufacturers. The study’s co-authors are Thomas Adler and Dan Weinstein. Dr. Adler has a PhD from MIT in Transportation Systems, and was a professor and researcher at Dartmouth College before co-founding RSG in 1986. Mr. Weinstein holds an MBA from Dartmouth’s Tuck School of Business and leads RSG’s strategic consulting engagements.
About RSG.RSG creatively applies state-of-the-art modeling and analytics to inform strategy and planning, helping organizations make critical decisions with confidence. Born from academic rigor and inspired by employee-ownership, RSG brings a passionate commitment to its client’s success. RSG is headquartered in White River Junction (VT) and has offices in Burlington (VT), Concord (NH), Washington DC, Chicago and Salt Lake City.
RSG.WHITE RIVER JUNCTION, Vt.--(BUSINESS WIRE)--9.10.2012