day tuesday 16 september 2014
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THE GLOBAL STATE OF THE
Air Passenger Experience HIGHLIGHTS FROM THE AIRLINE PASSENGER EXPERIENCE ASSOCIATION’S PASSENGER INSIGHTS STUDY
What Men & Women Worry About Before Their Flight Male
Female
30% 25% 20% 15% 10% 5% 0%
Legroom
Boarding Order
Overhead Luggage Space
Bag Check
Seat Selection
Airport Parking
Airport Security
On-Time Departure
Getting to the Airport OnTime
+50%
29%
You Say Gesprächig, I Say Chatty. Germans & Brits spend 50% more time conversing in-flight than other passengers.
of men said they check bags. Hang Onto Your Bags. In the last three months, Men said they checked their bags 38% more often than women, who only said they paid to check bags 21% of the time.
How Do Airline Passengers Spend Their Time?
6%
Working
Reading The InFlight Magazine
In-Flight Provided Gaming
7% 16% Sleeping
12%
Reading For Pleasure
8%
Eating
4%
3% Shopping
15%
Watching In-Flight Provided Movies or Television
7% Conversing With Other Passengers
9% Watching Movies or Television on a Personal Device (Tablet, Phone, Computer)
Passenger Choice Awards With great fanfare the winners of the 2013-2014 Passenger Choice Awards were announced in the Anaheim Convention Center ballroom before a crowd of industry experts gathered for the APEX/IFSA EXPO. BBC correspondent and awards host Laura Trevelyan entertained the crowd throughout the evening, promising in her opening address that she would steer clear of the jokes, an apparent reference to the Pam Ann’s infamous performance at last year’s event. READ MORE ON PAGE 4
2014 Passenger Choice Awards
6% Social Connectivity (Personal Email, Messaging, Facebook, Twitter, Etc.)
7% Gaming on a Personal Device (Tablet, Phone, Computer)
passengers pick up and read the in-flight magazine. Print Lives at 35K Feet! Newspapers might be going out of style but in-flight magazines aren’t. Passengers said they spent an average of 13.7 minutes perusing the in-flight magazine.
Education Day Highlights 57%
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area for improvement is in-flight connectivity. Guess Where I Am! Though passengers under 34 were the most active in social connectivity, 43% of passengers between the ages of 35 and 54 also said they engaged in inflight social connectivity.
Panasonic Media Innovations
24%
READ MORE ON PAGE 14gaming of passengers said they engaged in in-flight in the last three months.
Lots Of Candy Crushing Going On. This trend isn’t just being driven by the prevalence of mobile gaming. In fact, of those passengers that said they engaged in in-flight gaming, 70% did so using in-flight provided gaming.”
of passengers said they purchased alcohol in-flight.
READ MORE ON PAGE 3
Happy Hour In The Sky. Men (27%) are more likely to drink than Women (20%), Australians (36%) were most likely to imbibe, followed by Americans (35%) and Brits (33%).
APEX Passenger Survey 2014
51% of passengers bought in-flight snacks or meals in the last three months. Nom. Nom. Fly. Despite the trend of buying food before they boarded the airplane, over half of respondents said that they still purchased in-flight snacks or meals.
The APEX association recently conducted a global survey, examining trends in passenger behaviors from recent months.
7 out of 10 passengers are satisfied with the quality and selection of inflight snacks or meals.
Bad Airline Food, No More! Once the butt of jokes, the vast majority of passengers said they are satisfied or very satisfied with in-flight snacks or meals.
READ MORE ON PAGE 27
expo daily 2014 anaheim, ca usa 14 - 18 september
5%
difference in overall satisfaction between passengers that made in-flight purchases and those that did not. Shopping Can Make You Happier. Flyers that engaged in online shopping had overall in-flight satisfaction or 78% vs. only 73% for those that did not in-flight shop.
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female-specific in-flight improvement was lavatories.
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Everyone has to go. When asked what they would most like to see improved on their next flight, 26% of all female passengers said upgraded lavatories, compared to 16% of male passengers.
The Airline Passenger Experience Association surveyed nationally representative samples of people, ages 18 and older, who have traveled by airplane from May 1, 2014 to June 31, 2014, living in the United States, United Kingdom, Germany, Japan, China, Singapore, Australia and Brazil. Respondent samples were selected to balance known demographic discrepancies for each of the respective countries. (n = 1,647) The margin of sampling error for results based on the complete set of data is ±1 percentage point.