Transport and aviation

The experience of travellers and transport users

We help organisations and operators of transport and aviation services understand and improve the traveller journey across digital channels, airports, stations and modes of transport. We study the stages of booking, arrival, completing procedures and getting around, and measure traveller satisfaction to identify opportunities to develop services and coordinate across touchpoints.

The experience of travellers and transport users

Journeys

  1. 01Searching for trips and comparing fares
  2. 02Booking tickets and paying
  3. 03Changing or cancelling a booking
  4. 04Getting to the airport or station
  5. 05Check-in and bag drop
  6. 06Security and passport control
  7. 07Waiting and boarding
  8. 08Travelling and onboard services on the aircraft or vehicle
  9. 09Transit and connections
  10. 10Arrival and baggage reclaim

Sports

The fan experience at stadiums and sporting events

Entertainment

The visitor experience at entertainment destinations and venues

Events

The experience of attending events, exhibitions and conferences

Non-profit sector

The beneficiary, donor and volunteer experience in the non-profit sector

Tourism

The experience of tourists and visitors to tourist destinations

Health

The patient, visitor and companion experience

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The experience of travellers and transport users | Transport and aviation | Sadaa