The Nigerian Civil Aviation Authority (NCAA) has urged airlines and other air services providers to become more customer-centric as customer experience remains the top driver of aviation service around the world.
Speaking at an aviation industry forum in Lagos, the director-general of NCAA, Captain Muhtar Usman said, 82 per cent of air passengers cite customer experience as one of their top three drivers, followed by operational efficiency which stood at 69 per cent and derivable revenue 55 per cent in a recent survey conducted by Terrapinn Connect with hundreds of airlines and airports from around the world as respondents.
“In other words, airlines operational efficiency should begin to gravitate towards customer-centric services. If we all agree that passengers are the revenue base of all operations, there is therefore an implicit need to review our services at the airports and on board the aircraft,” Usman said at the forum organised by the League of Aviation and Airport Correspondents.
Against this background, he said it was pertinent to note that the future of aviation is now on passenger experience and aviation technology, arguing that enhancing the customer experience is the most important driver for airline operators to embrace next generation “connected” technology, noting that this will in turn provide value for money for passengers.
Source : Leadership