Current situation and future development of aviation customer experience management

Abstract

The aviation industry holds a significant position in the global economy. As the industry recovers and expands, customer experience management has become the key for airlines to enhance their competitiveness. This study aims to analyze the current situation of aviation customer experience management, explore the impact of digital transformation and predict future trends. The research adopted methods such as literature review, case analysis and questionnaire survey to conduct a survey among 171 passengers with air travel experience, and took Air China and Spring Airlines as cases to explore the differentiation strategies of fullservice airlines and lowcost airlines. The results show that the overall satisfaction of customers with aviation customer management is above average, but there are problems in aspects such as service quality, personalized service, emergency handling and loyalty management. Although digital transformation brings positive impacts, it faces challenges such as technological application and data security. Fullservice airlines have obvious advantages in valueadded services, while lowcost airlines stand out in terms of efficiency. To this end, the research proposes targeted optimization strategies, including establishing a quality control system, strengthening big data analysis, improving the emergency management mechanism, and optimizing the membership system, etc. This study provides decisionmaking references for airlines to enhance customer experience and market competitiveness. Meanwhile, it points out that future research can be carried out in the directions of expanding sample size, deepening the application of emerging technologies and exploring crossindustry cooperation.