Passenger Experience Survey 2023

3-minute read

Summary

Hear about sky-high expectations for in-flight connectivity from passengers themselves.
We surveyed more than 11,000 people worldwide who have travelled by air in the last 12 months..

With passenger numbers reaching near-record levels and global travel firmly back on the cultural agenda, we are in a new era of air travel.

Today, businesses looking to gain an edge over the competition should be looking to deliver an unforgettable passenger experience. And, according to our latest global survey into passenger expectations, it is free, reliable in-flight Wi-Fi that will make the biggest difference.

Wi-Fi is make or break for airlines

Long gone are the days in which in-flight Wi-Fi was simply a ‘nice to have’. Today it is essential for many passengers. Fast and free connectivity is increasingly proving essential as well and when airlines do get the balance right, the rewards can be significant. 83% of passengers surveyed would rebook with an airline if it offered a quality in-flight connectivity experience.

Info image stating 81%: A vast majority of passengers surveyed said that being able to connect is important to them, and this pattern is seen all over the world.

Expectations have changed

Info image stating 81% of passengers would pay for access to live sports in-flight

Free Wi-Fi is a real opportunity for airlines

Info image stating 42% of passengers surveyed are willing to see advertisements and 38% expect to see advertisements

Now’s the time to offer free in-flight Wi-Fi. The first step is understanding passengers’ expectations and aligning with them – and you can start to do that by downloading this vital report.

Download the full report

Front cover of the 2023 Passenger Experience Survey

To get the full survey results, please click below.