- While the global level of satisfaction with airlines’ responses to the pandemic has grown since October 2020, up to 72 per cent, there are notable country-level differences at play. India leads the way with levels at 91 per cent, while South Korea props up perceptions at 47 per cent.
- 42% of airline passengers in India would fly with only specific airlines they trust.
- Digital health passports (59 per cent), personal protection packs (57 per cent) and facial recognition security (53 per cent), among other factors, are the new prominent aspects of the travel experience that should be kept in place in a post-pandemic travel setting.
- Public toilets (68 per cent), public transport (66 per cent) and cinemas (60 per cent) are considered to be higher-risk places for catching the virus in comparison to taking a flight.
Despite the optimistic outlook, concerns regarding flying continue and primarily centre on the inconvenience and unpredictability of air travel. The research reveals the unpredictability of flying and the seemingly huge variation in rules and regulations is hampering confidence towards post-pandemic air travel in India the most. Quarantining and catching the virus abroad (both 54%) remain the main worries, among other reasons, that prevent Indians from traveling abroad.
When it comes to health and safety, the research suggests that greater importance should be placed on customer experience. Interacting with airline personnel was seen to help instil the most confidence for passengers, a key to the significance that an airline’s personnel and its business reputation will likely have in restoring passenger confidence. Indeed, after cabin cleanliness (75 per cent), airline reputation was regarded as the most important factor when choosing an airline (64 per cent) for India passengers.
“A digital transformation was already underway in the aviation industry, but the pandemic has undoubtedly fast-tracked its implementation…”
— Philip Balaam, President of Inmarsat Aviation
Flight timings and sustainability (both 63 per cent) also remain critical factors for choosing an airline following the pandemic. The research also reveals 63 per cent of Indian respondents are ‘very satisfied’ in terms of the attitude towards vaccine passports.
Technology helps to improve confidence and regional support for COVID-19 passports: Digital technology improves pre-flight confidence in a number of ways, such as providing up-to-date information and updates to help reassure passengers before a journey. Digital health passports (59%), thermal scanning (58%) and mobile booking verification (58 per cent) were found to be pre-flight confidence boosters for India passengers in this year’s survey. While onboard, digital technology was found to improve confidence by keeping passengers connected using inflight Wi-Fi and minimising their contact with others, including cabin crew and fellow passengers.
Philip Balaam, President of Inmarsat Aviation, said: “A digital transformation was already underway in the aviation industry, but the pandemic has undoubtedly fast-tracked its implementation. As the trusted connectivity provider for Asia Pacific airlines, Inmarsat has experienced higher passenger usage for our inflight broadband solutions compared to pre-COVID levels, showing the desire to stay connected has only amplified. Airlines are also embracing innovating ways to enhance their onboard experience using connectivity, with a big focus on touchless experiences in keeping with today’s passenger expectations.”
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