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New Study Finds Consumers Feel Neither Loyal nor Valued by Airlines

Over half of the respondents to Brandigo’s Airline Brand Perception Study don’t consider themselves loyal to any airline while more than 75% feel they’re only viewed as a ticket sale

Global brand strategy and market growth firm Brandigo announced today the results from their Airlines Brand Perception Study.

“After all the amateur videos that have recently surfaced, beginning with the United passenger being pulled unwillingly from his seat on an overbooked flight, airlines need to be on notice that loyalty toward their brands are at risk and consumers don’t have a positive viewpoint of the industry in general,” said Matt Bowen, president of Brandigo\North America. “However, this also represents a huge opportunity to win passenger’s brand loyalty moving forward.”

The nationwide survey was conducted between May 10th and 12th to a cross section of 410 adults aged 18 and over representing those that do travel by air for business or pleasure. Survey results reflect a margin of error of ± 5.2%

Infographic - Airlines Brand Perception Study

This survey revealed that: 

A small sampling of some open-ended comments from respondents included: 

“Airlines are failing when it comes to building loyalty with their consumers as even the frequent flyer programs are flawed and harder to be a part of now,” said Chris Langathianos, vice president of brand strategy for Brandigo. “As a result, business travelers, who typically are members of these programs are less valued, and that leaves leisure travelers who are frankly not valued at all. Exceptional customer service and creative unique travel experiences for customers should be priority number one throughout the airline industry right now.”

Posted by on May 18, 2017.

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