![\"Investigaci\u00f3n](\"https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Airline-aviation-airplane-6-1024x574.jpg\" "\\"Airline")
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Airlines are increasingly interested in enhancing the in-cabin experience. Increasing loyalty and consumption on aircraft can be profitable. Designing cabins and services can meaningfully build strong customer relationships.<\/h2>\n\n\n\n
SIS has conducted extensive research with travelers over the past 40+ years.\u00a0 This article discusses general opinions and attitudes, as well as some consumers thoughts on improvements.\u00a0 Having conducted an extensive number of Focus Groups worldwide, we wanted to provide an inquisitive look at how people view the airplane cabin and identify some ways to improve it.<\/p>\n\n\n\n
In-Cabin Experience: American Perspectives<\/h3>\n\n\n\n
The United States has long had a fascination with flight. Air travel fits well in the American cultural experience and history. Consider the following:<\/p>\n\n\n\n
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- Immigrants have been traveling by land, sea, and air to reach the United States.<\/li>\n\n\n\n
- Los estadounidenses tienen muchas m\u00e1s probabilidades de mudarse y reubicar sus hogares que las personas en otras partes del mundo.<\/li>\n\n\n\n
- Air travel has long been associated with freedom, free movement, and independence.<\/li>\n\n\n\n
- Los estadounidenses ven la invenci\u00f3n del vuelo por parte de los hermanos Wright como un motivo de orgullo.<\/li>\n\n\n\n
- National history has often been made with U.S. presidents standing in front of Air Force One.<\/li>\n\n\n\n
- Pivotal turning points in history have involved aviation: Pearl Harbor bombing, 9\/11, and the Hindenburg crash.<\/li>\n\n\n\n
- Las pel\u00edculas y programas de televisi\u00f3n populares como Wings, 24, Flight Plan, Lost, \u201cUp in the Air\u201d, Sex and the City y otros reality shows a menudo involucran viajes a\u00e9reos.<\/li>\n\n\n\n
- La cultura estadounidense enfatiza la libertad, el individualismo y la independencia.<\/li>\n\n\n\n
- En comparaci\u00f3n con otras culturas, la sociedad estadounidense tiende a estar m\u00e1s abierta a nuevos productos y a despreciar la autoridad en entornos controlados como los aviones.<\/li>\n<\/ul>\n\n\n\n
Cambios en Estados Unidos que impactan los viajes a\u00e9reos<\/h3>\n\n\n\n
The United States is also undergoing demographic and technological change.\u00a0 An aging American population faces different vision, mobility, hearing, limb extremity, and back-pain challenges on aircraft.\u00a0 New security procedures have been added amid recent terror fears.\u00a0 Delays and storms continue to disrupt travel plans.\u00a0 Rising fuel costs strain airline<\/a> profitability, encouraging cuts in service and additional charges.\u00a0 Charges for checking bags have tended to cause passengers to stow more heavy luggage in overhead bins.\u00a0 New\u00a0charges exist for previously-complimentary services (e.g. headsets, meals, etc), which impact the customer experience inside Air Cabins.<\/p>\n\n\n\n
Airlines are integrating technology such as social media, mobile ticketing and Wi-Fi into their business models and cabins. The widespread adoption of smart phone and mobile<\/a> devices are impacting how people fly and behave on aircraft.<\/p>\n\n\n\n
Lo que dicen los estadounidenses sobre las cabinas de los aviones<\/h3>\n\n\n\n
When asked about in-cabin experience, people largely have negative perceptions of the flight experience.\u00a0 Stories can range from humorous stories to horror stories.<\/p>\n\n\n\n
Puntos d\u00e9biles clave de la experiencia del cliente:<\/span><\/p>\n\n\n\n
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- Discomfort in the cabin<\/li>\n\n\n\n
- Cargos por equipaje y art\u00edculos menores como auriculares.<\/li>\n\n\n\n
- Servicio a bordo<\/li>\n\n\n\n
- Compa\u00f1eros de viaje<\/li>\n<\/ul>\n\n\n\n
We probe deeper, and discover that people have strong emotional reactions to Air travel. They often remark that they believe the current state of airline travel is personally insulting and invasive. Some of the people we spoke with traveled internationally and believed air travel in the USA was significantly worse.<\/p>\n\n\n\n
People said that given what they paid for air travel, they felt they deserved more. In some cases, people felt the decline in the positive experience in air travel signified a decline in something more profound such as the state of the nation, economic competitiveness, etc.<\/span><\/h3>\n\n\n\n
In one study, respondents contrasted today\u2019s in-cabin experience with nostalgic recollections to the perceived grandeur of 1960s air travel. They were nostalgic for these qualities of air travel circa 1960:<\/p>\n\n\n\n
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- Atenci\u00f3n personalizada<\/li>\n\n\n\n
- Lujo percibido<\/li>\n\n\n\n
- Elegancia a bordo<\/li>\n\n\n\n
- Limpieza percibida<\/li>\n\n\n\n
- Atenci\u00f3n a los detalles<\/li>\n<\/ul>\n\n\n\n
People desired to enjoy flight again (as in past decades). They mentioned positive experiences meaningful to them. Some factors that made those experiences successful<\/a>:<\/p>\n\n\n\n
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- Tuvo una \u201cexperiencia\u201d identificable (p. ej., diversi\u00f3n, entretenimiento, hospitalidad de una aerol\u00ednea asi\u00e1tica, toda experiencia en clase ejecutiva)<\/li>\n\n\n\n
- Materiales de calidad<\/li>\n\n\n\n
- Experiencias personalizables (por ejemplo, televisores, Wi-Fi)<\/li>\n\n\n\n
- M\u00e1s espacio y comodidades<\/li>\n\n\n\n
- Iluminaci\u00f3n atractiva<\/li>\n<\/ul>\n\n\n\n
People become passionate when asked about the in-cabin experience. They recall vivid experiences and have strong recommendations for improvements. This means there is an opportunity to build an conexi\u00f3n emocional<\/span><\/strong><\/em> con la marca de viajes a trav\u00e9s de experiencias positivas, distribuci\u00f3n de cabina, caracter\u00edsticas y dise\u00f1o de materiales.<\/span><\/h3>\n\n\n\n
Oportunidades para mejorar<\/h2>\n\n\n\n
![\"Investigaci\u00f3n](\"https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Airline-aviation-airplane-5.jpg\" "\\"Airline")
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Numerous opportunities exist for improvements in the Air Cabin design, layout and experience. The potential for emotional connection through an experience and custom<\/a> cabin design may provide an competitive advantage for airlines and air cabin manufacturers.<\/p>\n\n\n\n
Construyendo una conexi\u00f3n emocional<\/h3>\n\n\n\n
People seek experiences and positive emotional connections when they travel. They believe these can help build those connections:<\/p>\n\n\n\n
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- Prestaci\u00f3n de servicios excepcional (por ejemplo, puntualidad, autenticidad, empat\u00eda, etc.)<\/li>\n\n\n\n
- Funciones y tecnolog\u00edas \u00fatiles (por ejemplo, enchufes para dispositivos m\u00f3viles, wifi, etc.)<\/li>\n<\/ul>\n\n\n\n
Experiencias<\/h3>\n\n\n\n
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- La gente disfruta de experiencias de viaje \u00fanicas, como volar en aerol\u00edneas asi\u00e1ticas orientadas a la experiencia.<\/li>\n\n\n\n
- A la gente le suelen gustar las aerol\u00edneas modernas como Virgin.<\/li>\n\n\n\n
- People prefer customization of experience<\/a> (e.g. movies, food menus, seating choices)<\/li>\n<\/ul>\n\n\n\n
Entrega de beneficios consistentes<\/h3>\n\n\n\n
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- Los encuestados desean una prestaci\u00f3n de servicios confiable de acuerdo con sus expectativas.<\/li>\n\n\n\n
- Se deseaban m\u00e1s comodidades al mismo costo.<\/li>\n\n\n\n
- Sintieron que obtuvieron un excedente de calidad en aerol\u00edneas como Jet Blue y Virgin America por el mismo precio o menor.<\/li>\n\n\n\n
- Una forma de hacerlo era creando una experiencia y construyendo caba\u00f1as que los priorizaran.<\/li>\n<\/ul>\n\n\n\n
Caminos a seguir para las aerol\u00edneas<\/h3>\n\n\n\n
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- El pensamiento de dise\u00f1o<\/li>\n\n\n\n
- Product and Service<\/a> Co-Creaci\u00f3n<\/li>\n\n\n\n
- Comunidades en l\u00ednea y participaci\u00f3n del cliente en l\u00ednea<\/li>\n\n\n\n
- Mejores pr\u00e1cticas Research and Training<\/a><\/li>\n<\/ul>\n\n\n
Nuestra ubicaci\u00f3n de instalaciones en Nueva York<\/h2>\n