![]() ![]() The knock-on effects of these disruptions to onward travel is far reaching. ![]() It means passengers miss connections and get upset. It means flights spend longer on taxiways burning fuel unnecessarily. Poor punctuality means flights arrive at their gate late or depart late, with consequences for other flights planning to use those gates. HOW CAN AIRLINES AND AIRPORTS IMPROVE CUSTOMER SATISFACTION? Managing expectations is necessary and On-Time Performance flight and airline statistics provides an external verification about flight reliability, so passengers can be better informed regarding the probability of their flight operating on-time. Customer satisfaction is influenced by customer expectations and a flight that arrives after the scheduled arrival time can be a stressful experience for passengers. OTP is a valuable metric for airlines and is an outward demonstration of reliability which can affect brand loyalty and ticket sales. HOW CAN FLIGHT ON-TIME PERFORMANCE DATA BE USED? ![]() Many airlines choose to use OTP as one of their performance measures for staff, encouraging teams to work together towards the efficient turnaround of aircraft. They can understand how operations at different locations perform to understand and learn from best practice. ground handling and use OTP within their systems to support better collaboration and efficiency. Many airlines have embedded OTP as a KPI using this to measure and evaluate processes and identify improvements to their operations.Īirlines and airports can analyse operational processes with different stakeholders e.g. Delays affect productivity and cost airlines thousands of dollars every year. OTP has a critical role to play in airline operations management. ![]()
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