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Customer Loyalty, Retention Efforts Top Challenges For Airlines

Image86 percent of airlines surveyed by Sabre Middle East believe customer loyalty and retention are the most important challenges in 2009.  Sabre Middle East surveyed 90 airlines around the globe and found that while fuel cost, instability and revenue management will continue to be challenges over the next 18 months, customer loyalty and retention has emerged as new trends in the aviation industry. 

The survey found that in the past airlines were most concerned with extremely high fuel prices, but now, “carriers around the world are making dramatic business-model changes to survive not only fuel costs but a multitude of challenges.  This could result in a positive change that brings about the ultimate travel experience for consumers.”  Sabre regional vice president for the Middle East and Africa, Maher Koubaa said the importance of customer loyalty and retention was much higher in this year’s survey compared to a similar survey they conducted two years ago.

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