IATA Expands PaxInsight Program with Virgin Atlantic Routes for Enhanced Passenger Insights
IATA enhances PaxInsight with Virgin Atlantic trans-Atlantic routes
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The International Air Transport Association has integrated Virgin Atlantic's trans-Atlantic routes into its PaxInsight program, enhancing passenger satisfaction benchmarking. This addition allows airlines to measure over 60 travel attributes, providing timely feedback for operational improvements.
- 01IATA's PaxInsight program now includes Virgin Atlantic's trans-Atlantic routes for passenger satisfaction benchmarking.
- 02The program measures satisfaction across more than 60 travel attributes, from booking to arrival.
- 03Over 57,000 passengers have provided feedback through PaxInsight in the past year.
- 04Airlines can access survey results within five minutes, enabling quick responses to passenger feedback.
- 05Juha Jaervinen, Chief Customer Officer at Virgin Atlantic, emphasized the program's role in enhancing customer experience.
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The International Air Transport Association (IATA) has enhanced its PaxInsight passenger satisfaction benchmarking program by incorporating Virgin Atlantic's trans-Atlantic routes. PaxInsight evaluates satisfaction across more than 60 travel attributes, including booking, check-in, flight comfort, and arrival experience. Airlines involved in PaxInsight can compare their customer satisfaction levels against industry averages and competitors on the same routes. Over the past year, the program has gathered feedback from over 57,000 passengers. Survey results are made available to airlines within five minutes of completion, allowing for rapid response to passenger insights. Juha Jaervinen, Chief Customer Officer at Virgin Atlantic, noted that PaxInsight will provide richer insights into customer experiences, aiding the airline's goal of becoming the most loved travel company. Frederic Leger, IATA's Senior Vice President, highlighted the importance of data and insights for airlines to understand their operations and market changes, emphasizing the added value of benchmarking against competitors.
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The integration of Virgin Atlantic's routes into PaxInsight allows for improved understanding of passenger preferences, which can enhance service quality.
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