Enhancing the Customer Journey for Passegers Traveling with Pets by Air
Lehtoranta, Natalie (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023051811824
https://urn.fi/URN:NBN:fi:amk-2023051811824
Tiivistelmä
This thesis aims to enhance the customer journey for the target group of passengers flying with pets and to research the current situation the passengers in this market face on their customer journey.
The group of passengers traveling with their pets, especially dogs, has grown considerably, and the aviation industry must ensure smoothness for all passengers despite the segment. By highlighting the possible pain points of inconvenience, the passengers can face when planning their journeys and ensuring a smoother travel experience for them and their pets, in whichever trans-portation mode they choose, the segment of these passengers can grow exponentially.
Pets travel necessarily in three different methods by air, in a cabin underneath a seat in a container, in hold in the luggage department in a crate, or by cargo in a crate. Most commercial airlines offer all these three modes of transportation and while they are following the regulations set up by international associations such as the International Air Transport Association (IATA) or the International Civil Aviation Organization (ICAO), they can manage their preferences inside these laws. This creates gaps for passengers as the regulations tend to change per country per airline and the right information can be hard to find or not accessible to the passenger.
The theoretical framework goes through the definitions included in the pet transportation industry and follows up with the laws and regulations necessary when it comes to transporting animals in a cabin, in the hold, or by cargo.
The result of this research will be presented in the final section of the thesis and will include developmental proposals for the stakeholders in the industry, to ensure the passenger and their animals transported could have a smooth journey. Finalized with the conclusions and assessment from the author.
The group of passengers traveling with their pets, especially dogs, has grown considerably, and the aviation industry must ensure smoothness for all passengers despite the segment. By highlighting the possible pain points of inconvenience, the passengers can face when planning their journeys and ensuring a smoother travel experience for them and their pets, in whichever trans-portation mode they choose, the segment of these passengers can grow exponentially.
Pets travel necessarily in three different methods by air, in a cabin underneath a seat in a container, in hold in the luggage department in a crate, or by cargo in a crate. Most commercial airlines offer all these three modes of transportation and while they are following the regulations set up by international associations such as the International Air Transport Association (IATA) or the International Civil Aviation Organization (ICAO), they can manage their preferences inside these laws. This creates gaps for passengers as the regulations tend to change per country per airline and the right information can be hard to find or not accessible to the passenger.
The theoretical framework goes through the definitions included in the pet transportation industry and follows up with the laws and regulations necessary when it comes to transporting animals in a cabin, in the hold, or by cargo.
The result of this research will be presented in the final section of the thesis and will include developmental proposals for the stakeholders in the industry, to ensure the passenger and their animals transported could have a smooth journey. Finalized with the conclusions and assessment from the author.