An Exploratory Study Of Airline Passenger Technology Use: A Customer Experience Perspective

Abstract

Airline passengers have many choices and preferences in the way they interact with airlines. This creates numerous challenges for airlines. This research examines technology preferences by Millennials when interacting with airlines. Seven common airline interaction scenarios were evaluated using repeated measures Analysis of Variance with data collected from an online survey. The results show that Millennial generation airline passengers vary their preferences for technology when interacting with airlines. One intriguing finding of this study is that using mobile devices does not rank high as one of their preferred choices.