Passenger experience is everything when running a successful corporate aviation business or private airline. You want people to have a positive flying experience so that they will return and tell their family and friends family about their wonderful experience. Word of mouth is a powerful marketing tool, and 70% of customers will return if they have a good experience. This article will touch on some of today’s passengers’ top concerns about their inflight experience.

comfortable travel accommodations

Building Customer Loyalty

As a business owner, it’s essential to understand that your customers are the reason for your existence; making it critical to keep your customers in mind in everything you do. The needs of your customers should be at the forefront of your business. This will increase sales and foster long-term customer loyalty. Here are some reasons why cultivating customer loyalty is important and some pointers on how to do so.

The Importance of Customer Loyalty

Customer loyalty refers to a customer’s likelihood of doing business with you again. This is due to customer satisfaction, which outweighs availability, pricing, and other factors that generally influence purchasing decisions. For example, when customers are committed to a product, service, or brand, they are willing to wait or pay a little more.

  • Customers who return spend more than new customers. Existing customers often spend more money than new customers because they already trust your company and its products or services. The amount they spend usually increases with the length of time they do business with your brand.
  • Customers who are loyal to you will convert at a higher rate. Existing customers have an average conversion rate of around 70%, while new customers have a conversion rate of 15% on average. In other words, loyal customers who frequently use your services or buy your products regularly add value to your business. Additionally, your loyal customers will be more likely to refer business to you.
  • The more loyal your customers are, the higher your profits will be. Indeed, a 5% increase in customer retention can boost profits between 25% to 95%.
  • Customer retention is less expensive than customer acquisition. While acquiring new customers is essential, it can be roughly five times more expensive than retaining existing ones. Keeping loyal customers is far more cost-effective, as they bring in higher profits at a lower cost.
  • Repeat customers shop much more frequently than new customers because they’ve already had positive experiences with your brand. 
  • You can make better anticipatory decisions and plan your finances and marketing efforts more effectively when you have loyal customers.

happy passengers

Tips to Create Customer Loyalty

Customer loyalty is not something that happens by accident. Here are a few tips for increasing customer loyalty.

  • Make an effort to connect with your customers on a personal level. Learn their names, stories, and purchasing habits, and treat them with respect and care, not just as a dollar sign. For example, you may want to consider sending a personalized birthday card to customers on their birthday with a discount. If you have an email list of your customers, this is a perfect opportunity to send them a newsletter that entails updates on your business and any special events or discounts. Be sure to include information that adds value to them. 
  • Loyalty programs are an excellent way to reward and encourage your loyal customers. Typically, this program has specific criteria for your customers to earn rewards, such as spending a certain amount of money to receive the perk. The benefits of a loyalty program generally outweigh the requirements you have set up. 
  • Referral programs reward your customers for their involvement with a business. Customers receive benefits when referring your services or products to a new potential customer. This attracts new customers and keeps existing customers coming back because they are incentivized to do more business with you.
  • What does your company excel at? What offerings do you have that distinguish you from your competitors? Your responses to the above questions will assist you in framing your brand, which is a critical component when trying to attract and create loyal customers. To truly connect, you must stay focused on your strengths and true to your brand.
  • Social media platforms are a great way to engage and connect with your customers. Many consumers will perceive you as irrelevant if you aren’t present on social media. Maintaining an active business profile across multiple social media platforms is critical.
  • Customers are more likely to use companies that value their insights and opinions. Send out surveys asking for customer feedback. Once you have feedback, implement their feedback. Loyalty is a two-way street, and your customers want your loyalty.

customer loyalty

Provide a Superior Inflight Experience for Your Passengers

Any flight can move you from one city to the next, but the one that accomplishes so with minimal complications and inconveniences will be the one most travelers will choose for a return booking. To improve your travelers’ in-flight experience, follow the tips highlighted below.

Provide Comfort for a Better Inflight Experience

When flying, comfort is a must! Almost every person spending a considerable amount of time seated in a chair wants it to be comfortable. Simply providing comfortable accommodations, such as comfortable seating, can go a long way, especially for a long flight. Invest in comfy seating, especially if you charter flights that are long-distance routes. Additionally, you want to consider investing in chairs that recline for comfortable inflight sleeping. 

Other types of comfort include well-functioning ventilation and cooling system on the plane. Keeping the temperature as comfortable as possible ensures your passengers stay calm and relaxed. Also, it’s a good idea to have warm, soft blankets for passengers that get cold to create a healthy balance. Passengers are looking for comfort, so why not give them what they want?

inflight experience

Provide the Best Inflight Amenities

If you want your passengers to feel special, ensure you have all the essential travel amenities and comfort items they require onboard your plane. Comfort and amenities can significantly improve the inflight experience and overall passenger satisfaction. So, what kinds of amenities should you provide for a superior customer experience?

Consider this: Passengers are often in a rush to get to their destination, and when they arrive, they may be rushing to a meeting or to meet with clients. Therefore, getting some rest during the flight is essential. In addition, simple comforts can go a long way to improve a passenger’s flight experience.

Here are a couple of ideas:

Additionally, entertainment options, like a virtual reality headset, gaming system, satellite radio, or inflight movies, are excellent amenities that improve comfort and relaxation. In-flight entertainment systems can elevate the flying experience and ensure that your passengers have an enjoyable flight. Make your inflight experience stand out with the amenities you offer.

passenger inflight comfort

Offer Convenience for Passengers

Most people don’t like complications. The more complicated a process or situation is, the more likely they will choose to go somewhere for the same product or service. So if you want to create an exquisite passenger experience with customers who return, you need to offer convenience.

For instance:

  1. Know your passengers and have the items they may need on board. For example, if there are kids or teenagers on board, you can offer age-appropriate games and movies for them to enjoy. Convenience involves keeping your passengers occupied during flights. Your passengers need to know that this is already taken care of.
  2. Be flexible with scheduling. If someone calls and says they are stuck in traffic, don’t make a huge fuss. It’s essential to plan for these kinds of scenarios so that you know how to deal with them when they occur.
  3. Be ready for business travelers by providing an office in the sky. Provide a comfortable space for doing business by offering built-in video conferencing, a conference table, a telecommunication device, a wireless internet connection, etc. Your passengers will appreciate these conveniences as they head to their destination while still being productive.

flight entertainment kids

Offer Food and Beverage to Improve Inflight Experience

Travelers expect the best when they fly private and expect the food served to be better than on a commercial flight. Pardon my pun, but the sky’s the limit on private flights. You run the show, so you get to decide what you serve to your guests.

Most private charters include a catering team and a small kitchen. On shorter flights, the fare is generally small plates and snacks. Beyond single serve snacks, some examples of small platters may include charcuterie platters, sandwiches, and other light snacks.

Offering various food options will make you stand out from other airlines or flight services. Offer a fantastic flight experience for your customers by having high-quality meals and snacks. It’s also good to consider your passenger’s food needs, such as dietary restrictions, food sensitivities, and allergies. 

A full stomach is the secret to having a happy passenger. 

food and beverage improve flight experience

Creating the Best Inflight Experience

Follow the above tips to ensure your passengers have the best possible inflight experience. Don’t be afraid to go above and beyond for customers, as they will surely appreciate it. Impressions in flight is your industry leader in corporate aviation supplies and travel products. Check out our online store to find your favorite products.