Search results for "customer experiences"

Experiencing Finnair's new Airbus A350 : How Service Innovation can lead to a Premium Price

2018

This study focuses on the customer experiences of air passengers travelling on the latest-technology aircraft currently available on the market, the Airbus A350. A questionnaire was conducted in cooperation with Europe’s first A350 operator, Finnair, to study the customer experience of flying on this new aircraft. Altogether 1,404 responses were recorded. The questionnaire focused on the A350 as a service innovation as well as on 10 aspects that had been used by Finnair to communicate the enhanced customer experience of flying on this new aircraft. These innovations were: larger windows, better cabin air, new interior design, 20% increased fuel efficiency, lower cabin pressure, less noise i…