Diagnose and fix traveler dissatisfaction across the end-to-end flight journey

Customer satisfaction (CSAT) with air travel is very low. As a product manager, how would you improve it? Decide whose experience you are improving and what your product can actually change, find the parts of the trip that pull satisfaction down the most, propose and prioritize solutions, and explain how you would know satisfaction really went up. ```hint Map the trip before proposing fixes A low score averages very different moments: booking, getting through the airport, the flight itself, delays and cancellations, and arrival. Work out which moments and which travelers drag the score down most, and which of those your product can influence, before you pick features. ``` ### Clarifying Questions - Whose score is this: one airline's, one airport's, or travelers' satisfaction with flying in general? Am I a PM at an airline, or at a travel product such as Google's flight search, which never operates a flight? - Is the score low compared with other industries, with competitors, or with its own past, and has it dropped recently? - Which travelers matter most here: leisure travelers, business travelers, families, or people who rarely fly? - Is there a time horizon, and can the plan depend on cooperation from airlines and airports? ### What a Strong Answer Covers - A stated vantage point and goal, with an honest view of which levers that vantage point controls - A journey map that locates the biggest sources of dissatisfaction, such as disruptions, surprise fees and airport stress, and how to confirm them with survey and complaint data - A chosen traveler segment with pain points ranked by how often they occur and how much they hurt satisfaction - Prioritized solutions weighed on impact, reach, effort and dependence on airline or airport partners - Success metrics tied to satisfaction, guardrails, and the main risks of the plan ### Follow-up Questions - Delays and cancellations cause much of the dissatisfaction, and your product cannot prevent them. What can it still do? - Survey satisfaction rose, but bookings through your product stayed flat. Was the work a success? - How would your plan change if you were the PM at an airline instead?