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FX Excursions offers the chance for once-in-a-lifetime experiences in destinations around the world.

Bad Flights Can be Lifelong Dealbreaker for Customers

by Megan Hill

Jan 12, 2020

Canceled Flight. Photo: Olexandr Bychykhin | Dreamstime.com


More than one-third of travelers had a flight experience so irritating, they have sworn off the offending airline altogether, according to the 2019 Airline Pain Index, a survey compiled by industry consulting firm Qualtrics.

The survey showed 38 percent of frequent travelers said they’ve had “dealbreaker” experiences with airlines. The most frequently cited examples included lost luggage (39 percent), hidden fees (38 percent), canceled flights (35 percent), unfriendly flight crews (25 percent) and unclean lavatories (25 percent).

But 23 percent of travelers said they’ve experienced customer service good enough to encourage them to make up for the bad experiences — enough to be willing to fly with the airline again.

Reported “pain points” vary by passenger age. Flight delays are about twice as likely to make millennial-age travelers refuse to patronize an airline again, more so than Baby Boomers.

Younger travelers are 25 percent less likely to quit an airline due to lack of legroom. Baby Boomers are also more likely to complain about not having an assigned seat, while 15 percent of travelers said they had an airline experience so bad, it made them cry.


FX Excursions

FX Excursions offers the chance for once-in-a-lifetime experiences in destinations around the world.


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