Customer Experience
Customer experience refers to the overall impression a customer has of a company or brand based on all interactions and touchpoints with that company. In aviation, customer experience includes all aspects of the passenger journey, from booking a ticket to arriving at the final destination. This includes interactions with airline staff, the ease of navigating the airport, the comfort and cleanliness of the aircraft, the quality of in-flight services, and the efficiency of baggage handling. A positive customer experience can lead to increased loyalty and repeat business, while a negative experience can result in lost customers and damage to the airline's reputation.
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