The impacts of Covid-19 on the air travel experience

A qualitative customer research study from Purple Shirt

The research

In May 2020 we conducted a survey to explore the impact of Covid-19 on the air travel experience from a customer perspective. The survey was completed by 80 New Zealand based participants.

The research has highlighted that customers expect each phase of the journey to be negatively impacted by Covid-19 from planning and booking through to arriving at their destination. The upside is that there are steps that airlines, airports and associated service providers can take to positively impact the experience and give customers the confidence they need to resume travelling.

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