Final Boarding Call: It’s Time to Aggressively Position RFID Baggage Handling as a Significant Customer Service Differentiator

Airline passengers are some of the most dissatisfied consumers in the world, especially in the United States. The situation is only becoming worse as airlines cut staff, eliminate routes, add fees, and raise ticket prices to compensate for excessive fuel costs and other economic pressures. The result has been significantly lower customer satisfaction ratings. According to our research, decreased customer satisfaction is more linked with the level of customer service provided by airline and airport staff than it is linked with concerns over extra fees and prices. However, ABI Research believes the two issues of service and costs are indeed related and tend to exert influence on one another when it comes to customer satisfaction.

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