Airline passengers, especially first-timers have a lot of different stories to tell their friends and usually among these topics have something to do with the airline’s kind of service.  The airline industry is one of the most competitive businesses in the world and customer satisfaction is very crucial for the business to thrive.  What helps the industry improve to meet the customer’s demand for excellent service? 

Have you heard about the airline mystery shoppers?  Who are they and what do they do?  They are hired people who evaluate the customer service, operational efficiency, and overall experience of airplane passengers.  These shoppers actually act as secret passengers and they play a crucial role in shaping industry standards and better practices.  They function as writers of detailed reports about their own experiences in a particular air carrier.  As an end result, their shopping can give valuable feedback to help airlines improve their services.  Their job has a tremendous impact on the industry. 

Uplifted Customer Service Standards

Airline mystery shoppers interact with staff from check-in to cabin crew, while doing so, they also assess how the staff manage daily activities and unexpected issues like flight delays or lost luggage.  These people observe the overall atmosphere and attitude of airline personnel.  As a result, actionable insights are provided to the airline that may eventually lead them to retraining efforts, updating customer service policies, and adjusting staffing models.  

Improved Operational Efficiency

These mystery people evaluate how the airline operates from the first step of checking in to boarding procedures and post-flight processes.  They highlight inefficiencies which may include long waiting times, confusing signages, and inaccurate baggage handling.  Again, their insights will drive airlines to streamline their procedures to reduce operational delays which will surely result in better customer satisfaction.  Airlines will be encouraged to invest in technology which makes procedures easily done leading to enhanced efficiency.  

Enhanced Safety Standards

The evaluator’s feedback offers real-world insight into how safety protocols are followed during flights and how emergency situations are handled by the specific airline.  Their observation reports serve as warnings just in case the airline becomes lax in implementing safety measures.  Safety standards are not only enhanced but also updated.

Upgraded Competitiveness

Airline, being a competitive industry, needs to focus on superior service quality.  The mystery shopper helps the company understand their weaknesses and inspires them to adopt similar, if not better strategies from other airlines’ best practices. This healthy competition really benefits passengers, as companies continue to upgrade their customer service.

Non-stop Innovations

By receiving structured and detailed observations from these secret evaluators, airlines can focus on specific issues to improve.  As a result, airlines are pushed to think creatively to come up with innovations that boost the travel experience of the passengers.  Some airlines have improved in-flight meals, offered better seat configurations, sped up their boarding procedures, etc. all because of the secret passenger’s feedback. 

An airline mystery shopper helps airlines to understand where they excel and where they fall short.  Indeed, they have pushed airlines to continually strive for excellence to stay competitive in the industry.