Transforming the Passenger Journey: Empowering Airlines with Real-Time Insights
From the initial flight booking to post-flight experiences, Indeemo has been empowering airlines to capture and analyse every touchpoint, uncovering valuable insights into customer needs and pain points.
In this short blog we outline how we have been helping airlines generate rich insights, helping them to transform their operations.
Recruiting Participants Made Easy with Indeemo
Recruiting the right participants for passenger journey research can be one of the most challenging aspects of conducting effective qualitative research. Indeemo eliminates this challenge with its robust participant recruitment and management capabilities, allowing airlines to focus on capturing rich insights instead of worrying about who will provide them. With Indeemo, finding and engaging the right voices for your study has never been simpler.
Sourcing Relevant Participants
Indeemo specialises in helping airlines recruit participants who match their exact criteria. Whether you’re conducting a study focused on frequent flyers, first-time travelers, business professionals, or leisure seekers, Indeemo connects you with individuals who represent the demographic you need to understand.
Tailored Recruitment Campaigns:
Airlines can specify detailed participant profiles, such as income level, travel frequency, preferred booking channels, or cabin class preferences. This ensures the recruited participants align perfectly with the study objectives.
Behavior-Based Insights:
By targeting participants based on their travel habits—like those who frequently use budget carriers versus premium airlines—airlines can uncover distinct differences in customer expectations and satisfaction.
Global Reach for a Diverse Perspective
In today’s global travel landscape, understanding cultural and regional nuances is critical. Indeemo’s recruitment capabilities extend beyond borders, enabling airlines to source participants from a diverse range of markets and regions.
Localised Feedback:
Airlines can gain a deeper understanding of how cultural factors influence booking preferences, airport expectations, or in-flight service satisfaction. For example, preferences for meal options, language services, or boarding processes may differ significantly across regions.
Cross-Market Comparisons:
Indeemo allows airlines to compare experiences across key markets, helping them identify regional trends and areas for operational improvements on a global scale.
Streamlined Onboarding
Once recruited, participants are onboarded quickly and seamlessly via Indeemo's user-friendly mobile research app, ensuring they can begin sharing their insights right away.
User-Friendly App:
The mobile research app simplifies onboarding, guiding participants through the process step-by-step. This ensures even those unfamiliar with research platforms can contribute with ease.
Automated Instructions:
Participants receive clear task instructions directly through the app, eliminating confusion and maximizing the quality of insights they provide.
Engagement Tools:
To maintain high levels of participation throughout the study, Indeemo provides automated notifications and task reminders. This keeps participants engaged and ensures no valuable data is missed.
2. Capture Passenger Experiences In the Moment
Indeemo's mobile research app enables passengers to document their experiences in real-time through videos, images, screen recordings, and text entries.
This approach provides airlines with authentic, context-rich insights into each phase of the journey:
Get the Latest from Indeemo
Did you know, you can also do the following with Indeemo:
• Recruit Participants in hours
Recruit B2C and B2B participants in hours from a panel of 3 million+ Respondents.
• Speed up analysis with Generative AI
Use Generative AI prompts for summarisation, translation, thematic analysis, sentiment analysis etc. and reduce analysis time by at least 40%.
• Analyse Interviews and IDIs
Import your interviews from Zoom, Microsoft Teams or your computer, transcribe them in 27 languages and analyse them fast with Generative AI.
• Analyse Interviews and IDIs
Import your interviews from Zoom, Microsoft Teams or your computer, transcribe them in 27 languages and analyse them fast with Generative AI.
Booking Process:
Passengers can record their interactions with airline websites or apps, highlighting usability issues or preferences.
Pre-Flight Journey:
Travellers can share their experiences en route to the airport, offering insights into logistical challenges or conveniences.
Airport Experience:
Real-time feedback on check-in procedures, security processes, and lounge facilities helps identify areas for improvement.
Onboarding and In-Flight Experience:
Passengers can document their boarding process and in-flight services, providing feedback on seating comfort, amenities, and crew interactions.
Post-Flight Experience:
Insights into baggage claim efficiency and overall satisfaction are captured immediately after the journey.
3. Journey Mapping with Indeemo
Understanding the passenger journey requires more than just collecting feedback—it requires the ability to connect the dots and see the bigger picture. Indeemo’s dashboard takes this challenge head-on by automatically transforming passenger uploads into a journey map. This powerful feature allows airlines to visualise the entire customer journey, bringing structure and clarity to complex qualitative data.
With Indeemo’s journey mapping capabilities, airlines can go beyond analysing isolated incidents. They can uncover patterns, track improvements, and create a shared understanding of passenger experiences across teams, departments, and regions.
Identify Pain Points: Seeing Challenges Through the Passenger’s Eyes
Indeemo’s journey maps make it easy to pinpoint exactly where passengers face challenges during their journey.
Stage-by-Stage Insights:
From booking to baggage claim, journey maps provide granular visibility into specific moments where customers encounter friction. For example, airlines can identify if delays occur more frequently during check-in or if seat comfort consistently receives low scores during long-haul flights.
Comparative Analysis:
Airlines can compare multiple passenger journeys side-by-side to understand whether pain points are isolated incidents or recurring issues that require immediate action.
By clearly identifying pain points, journey mapping empowers airlines to address critical challenges and prioritize solutions that will have the most significant impact on customer satisfaction.
Enhance Touchpoints: Turning Insights into Action
Visualising the journey allows airlines to develop targeted strategies to improve interactions at key touchpoints.
Data-Driven Enhancements:
Whether it’s streamlining the boarding process or improving meal service quality, airlines can focus on actionable insights to refine specific touchpoints.
Proactive Engagement:
By understanding passenger behaviors and preferences, airlines can anticipate needs and deliver personalised services, such as offering mobile check-in reminders or adjusting lounge amenities based on common feedback.
Collaborative Solutions:
Teams across departments—marketing, operations, customer service—can collaborate more effectively using shared visualisations of the customer journey, ensuring alignment in addressing passenger needs.
Monitor Improvements: Tracking the Impact of Change
Journey maps are not static snapshots; they are dynamic tools that evolve as airlines implement changes and collect new data.
Measuring Success:
Airlines can track how adjustments, such as improving Wi-Fi speed or reducing baggage claim times, affect passenger satisfaction over time.
Real-Time Updates:
As new passenger feedback is uploaded, the journey map reflects these insights, giving stakeholders a live pulse on the customer experience.
Iterative Improvement:
With a continuous feedback loop, airlines can refine processes incrementally, ensuring they stay ahead of evolving passenger expectations.
4. Generative AI-Powered Analysis
Indeemo's video research platform integrates Generative AI to streamline the analysis of qualitative data. This technology allows airlines to:
Multilingual Translation:
Efficiently translate feedback from passengers worldwide, ensuring a comprehensive understanding of diverse customer experiences.
Summarise and Identify Themes:
Quickly distil large volumes of passenger feedback to uncover common themes and sentiments.
Sentiment Analysis:
Assess passenger emotions throughout their journey, identifying areas of delight or dissatisfaction.
Real-Life Use Case: Transforming Airline Premium Experiences
Our airline client discovered that their premium offering—designed to deliver the ultimate travel experience through luxury, superior on-flight facilities, and first-class service—was not meeting customer expectations. The service, which aimed to epitomize premium air travel, was instead falling short of its promise.
The client needed to view their service from the customers' perspective to identify the gaps. Using Indeemo, they set up a study where passengers were asked to complete 7 targeted tasks throughout their journey. These tasks, ranging from check-in and boarding to in-flight services and post-flight experiences, captured rich video insights that illuminated the challenges passengers faced.
Indeemo’s mobile app allowed passengers to document their experiences in real time, providing unfiltered feedback at every touchpoint. By leveraging this in-the-moment feedback, the client uncovered critical insights, such as inconsistencies in staff service, missed expectations for on-board facilities, and confusion around premium package inclusions.
Using Indeemo’s generative AI, the airline analyzed video feedback efficiently, identifying recurring themes and actionable insights within hours. This enabled the team to make data-driven changes, such as refining in-flight menus, enhancing cabin layouts, and providing clearer communication around premium services.
By implementing these changes, the client successfully transformed their premium offering, delivering a travel experience that aligned with—and exceeded—customer expectations. This case exemplifies how Indeemo empowers brands to reimagine their services through the eyes of their customers, fostering loyalty and satisfaction.
Recommended Resource
Interested in learning more about how Indeemo can help airlines use Mobile Diary Studies as a research tool for Customer Journey mapping?
Read our Airline Customer Journey overview.
Summary
By reducing analysis time by at least 40%, airlines can promptly implement improvements to enhance the passenger experience.
Utilising Indeemo's comprehensive suite of tools, airlines can foster empathy and customer closeness, leading to more informed decision-making and a superior passenger experience.
Incorporating Indeemo into their qualitative research processes allows airlines to stay attuned to passenger needs, ensuring that every journey is as seamless and enjoyable as possible.
Let Us Help you Get a Deeper Understanding of the Passenger Journey
If the above approach resonates with your research objectives, please get in touch and we can set up a call with one of our Strategists to discuss your own specific requirements.
Indeemo is available as a self service platform under annual licence. By combining our strategic advice with a self service SaaS platform, we give you the ability to benefit from our expertise while being completely autonomous and agile.
As the rate of change continues to increase, the need to stay both constantly connected with your users and customers and be able to assign tasks / activities / questions at speed is paramount.
Indeemo allows you to achieve both of these objectives in a way that is intuitive and personal enabling you to truly build a deeper connection with your target audience and their ever changing needs.
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