The aviation industry is undergoing a seismic shift, not just in operations, but in how it engages with passengers across the journey. In 2025, AI in aviation is leading the charge, bringing new levels of personalization, speed, and ease to the traveler experience.
What is Passenger Experience?
The passenger experience is an important metrics in Aviation. It represents the overall satisfaction with the entire travel experience starting from reservations until reaching the destination. The main elements that contribute to this experience are:
1. Pre-Travel
Booking process – how easy it is to find and book a flight.
Personalization – receiving relevant offers or seat recommendations.
Communication – clear updates about flight details, check-in, delays, etc.
2. At the Airport
Check-in & baggage drop – speed, convenience, and self-service options.
Security & immigration – efficiency and comfort.
Lounge access & amenities – comfort for premium passengers or loyalty members.
Gate experience – signage, staff communication, boarding process.
3. In-Flight
Seating & comfort – legroom, seat design, and cleanliness.
Cabin crew service – friendliness and helpfulness.
Entertainment & connectivity – Wi-Fi, movies, and games.
Food & beverage quality – variety and service.
Cabin environment – lighting, noise levels, temperature.
4. Post-Arrival
Disembarkation & baggage claim – speed and clarity.
Customs & immigration – process efficiency.
Connecting transportation – ease of access to taxis, rideshares, or other flights.
Feedback & support – ability to easily give feedback or resolve issues.