Leaders in Customer Loyalty, Powered by Loyalty360 Mats Winter, Director of Product, Air Canada
After decades of taking the brunt of consumer complaints, air travel in North America reached a record high in satisfaction surveys in 2019. J.D. Power says traveler’s satisfaction with their flying experience hit a record in 2018, and yet jumped even further in 2019.
The survey says newer planes, better ticket value and improved customer touchpoints have made flying a much better experience than ever before, and airlines such as Air Canada are working harder to improve on their success, especially with the hit taken in consumer travel with the recent pandemic.
Loyalty360 spoke with Mats Winter, director of product at Air Canada, about the country’s largest domestic carrier’s ongoing plans to better serve its customers through several initiatives, including new lounges and suites, chauffer service, better pillows and blankets, and even partnering with celebrity chefs on new food items.