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APEX reveals key survey insights from airline passengers related to comfort, connectivity and more

The Airline Passenger Experience Association (APEX) recently unveiled data from its recent survey of airline passengers from around the world, including crucial industry insights related to cabin comfort, passenger connectivity, entertainment and more.

From seat requirements to entertainment preferences, the APEX Global Passenger Insights Survey reveals exactly what’s keeping passengers loyal – or what might be driving them away.  The Association collaborated on the survey with APEX member LRA by Deloitte, the leading global provider of Brand Protection and Customer Experience Measurement services for multinational companies with complex customer interactions.  

For most global passengers, cabin comfort is top of mind. With 70 percent of respondents naming it as the single most important aspect of a satisfying flight, it beats out entertainment, service and food & beverage combined.

“This survey reinforces the fact that passenger experience investments go a long way in providing a return to our airlines,” said APEX CEO, Joe Leader. “Airlines have made it clear that they prioritize a more enjoyable and memorable flight for all passengers. I have no doubt that this data will give them unique insight.”

Some key findings from the survey include:
• One-third of passengers used Internet or social networking during their last flight
• Passengers become more sociable as class of service increases; three-quarters of First Class passengers spent time talking to other passengers during flight, compared with just more than one-half of Economy fliers
• Thirty-five percent of passengers were “very satisfied” with their last flight
• Extra leg room is the most desired cabin amenity, followed by more comfortable seats and more distance between passengers; 6 in 10 fliers say they would pay for extra leg room, with one-third willing to pay $10 or more
• More than one-half (55%) of passengers have downloaded an airline’s mobile app, using it primarily to check flight status, check rates, make reservations and check in for a flight
• In-seat entertainment remains the top preference for entertainment, compared with overhead or personal device  

APEX is widely considered the world’s top authority on the passenger experience. In addition to hosting world-class events around the globe, the association brings together industry thought-leaders and innovators who work to constantly improve how we travel. 

The APEX passenger survey is one of many association tools employed to gauge how passenger expectations are evolving. Over the years, APEX has grown to represent a more comprehensive picture of the passenger experience, notably in the areas of seating and cabin comfort. With the APEX 2015 Passenger Insight Survey, APEX and its member companies will continue to lead the way in terms of inflight innovations and improvements to the overall passenger experience.

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