Passenger Experience Strategy

Passenger experience strategy is not about delivering more features. It is about deciding where experience investment genuinely matters.

Airlines and suppliers engage us when they need clarity on how inflight digital services should support broader airline and business objectives.

What We Help Clarify

• What “good passenger experience” means in their specific operational and brand context

• Which experience elements influence perception versus simply meet baseline expectations

• How experience priorities should differ across routes, cabins, and passenger segments

• Where experience decisions are being driven by assumption rather than evidence

These questions depend entirely on context. There's no universal formula for passenger experience.

How This Work Is Used

Passenger experience strategy typically informs:

• Inflight digital investment decisions

• Product development

• IFEC and connectivity trade-offs

• Internal alignment between technical, commercial, and customer teams

• Executive decision-making when priorities conflict

The outcome is not a static strategy document, but clarity under uncertainty.