Hello there. We hope you had a great weekend.
We believe that all good products should solve a problem in a way that is unique, cost-effective, and now a new emerging requirement – have a mixture of beautiful design, simplicity, and fun. Whether or not we’ve fully embraced these is yet to be seen; however, we do know that we started with a problem we observed. Let’s step back a bit.
The Air Consumer Travel Association (http://www.dot.gov/airconsumer ) is a part of the Department of Transportation that monitors consumer complaints. Here’s a description of what they do:
The Office of the Assistant General Counsel for Aviation Enforcement and Proceedings, including its Aviation Consumer Protection Division, monitors compliance with and investigates violations of the Department of Transportation’s (Department) aviation economic, consumer protection, and civil rights requirements. The Office also provides legal review and support on aviation economic licensing matters.
Beyond the funny super long name (27 syllables at our first count), this group plays an important role in capturing passenger feedback, especially when as a traveler, you don’t see recourse in getting help with your challenge. There are very many outlets for venting; however, it’s difficult to assess which one of these is particularly effective. It’s safe to say that this team has a lot to improve on, as the mode for reaching out is a web form: http://1.usa.gov/10LOLvP . We’re glad to see they have a separate process for safety and security issues.
The agency puts out a report each month about passenger complaints. We were able to dive into January’s report and with a little help from infogr.am, here’s what we built:
These resonate pretty well with our flying experiences as well. First of all, the majority of feedback from folks is in the complaint category. With only 2 compliments, there’s definitely room to improve.
Here’s what the breakdown of those comments are:
The challenge that airlines have is that the consumer experience is just one of the many things they have to deal with. (We’ll talk about this in an upcoming post). We believe that they actually do care about the feedback coming their way. However, that feedback is incredibly large, very unstructured, and comes from multiple sources. This makes reaching out to customers and correcting issues extremely difficult to act upon. The feedback process is asynchronous, and as such, makes it difficult to react to customer feedback quickly.
We’ll go into more detail in our next post. Until then, we’re proud to share that v1.0 of How Was Your Flight? is now available on the Android Marketplace! You can find the link here: http://bit.ly/14tm0HK!
Until next time,