The Civil Aviation Authority has commissioned researchers to question hundreds of passengers at Heathrow, Gatwick, Stansted and Manchester on their experience of flying.
Passengers will be asked about the service offered by airlines and airports throughout their journey – from buying a ticket to the experience inflight.
Economy and business class travellers will be included, as will passengers on both long-haul and short-haul services.
The CAA will simultaneously consult airlines and airports on their service delivery and submit recommendations on improving passengers’ experience to the Department for Transport in the New Year.
CAA consumer protection group director Richard Jackson said: “We are keen to ensure all key stages of the air passenger experience are covered in the survey, including those where service delivery is dependent on airlines and airports working closely together. The results will help identify those stages of the journey that are working well and those where passengers stand to benefit most from improvement.”
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