英國航空乘客體驗分析報告-培訓課件外文版2024.6

INDUSTRIES

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MARKETSAirlinepassengerexperienceintheUnitedKingdomCHAPTER

01OverviewNumberofpassengersarrivinganddepartingatairportterminalsintheUnitedKingdom(UK)from1992to2022(inmillions)ArrivalsanddeparturesfromUKairportterminals1992-202235030025020015010050019921993199419951996199719981999200020012002200320042005200620072008200920102011201220132014201520162017201820192020202120223Description:Until2020,thenumberofpassengersarrivinganddepartingatairportterminalsintheUnitedKingdom(UK)morethandoubled,increasingfrom105.7millionin1992to296.7millionin2019.Duetothecoronaviruspandemic,thenumberofpassengersexperiencedasignificantdecreaseofmorethan75percent,resultingin73.67millionpassengersin2020andafurtherdeclineto64.26millionpassengersin2021.Nonetheless,intheyear2022,thisnumberexperiencedanincrease[...]

ReadmoreNote(s):UnitedKingdom;1992to2022Source(s):CivilAviationAuthority(UK);GOV.UKNumberofarrivinganddepartingpassengersselectedairportsintheUnitedKingdom(UK)from2007to2023(in1,000s)NumberofpassengerstravelingthroughUKairports2007-2023HeathrowGatwickStanstedManchesterLutonEdinburghBirminghamBristolGlasgowBelfast90,00080,00070,00060,00050,00040,00030,00020,00010,0000200720082009201020112012201320142015201620172018201920202021202220234Description:HeathrowwasthebusiestairportintheUnitedKingdomin2023,withroughly79.2millionpassengershandled,morethanGatwickandStanstedcombined.Duringthesameyear,thebusiestBritishairportoutsidetheLondonareawasManchester,withapassengertrafficofover28million.ReadmoreNote(s):UnitedKingdom;2007to2023Source(s):CivilAviationAuthority(UK)LeadingairlinesintheUnitedKingdomin2023,bynumberofpassengersuplifted(inmillions)NumberofpassengersupliftedbyUnitedKingdomairlines2023Numberofpassengersinmillions15

20051025303540EasyJetUKLtdBritishAirwaysPlcJet2.ComLtd36.8736.4416.57TUIAirwaysLtd10.92VirginAtlanticAirwaysLtdWizzAirUKLtd4.664.223.55RyanairUKLtdBACityFlyerLtd2.241.230.53LoganairLtdAurignyAirServices5Description:EasyJetwasthelargestairlinebasedintheUnitedKingdombyannualpassengernumbers.In2023,thelow-costcarriertransportedjustunder34millionpassengers.EasyJetwasfoundedin1995andhasseenanastonishingmarketgrowthuntiltheCOVID-19pandemichit,whenpassengernumbersdroppedsubstantially.However,theoperationalperformancesofthecompanyhavebeenimprovingsince2021.

ReadmoreNote(s):UnitedKingdom;2023Source(s):CivilAviationAuthority(UK);DepartmentforTransport(UK);GOV.UKShareofairpassengerstravelingforbusinesspurposesinUnitedKingdom(UK)in2022,byselectedairportsShareofairpassengerstravelingforbusinessatUKairports202220%18%16%14%12%10%19%8%6%4%2%0%11%10%9%8%GatwickHeathrowLutonManchesterStansted6Description:In2022,19percentofpassengersatHeathrowAirportweretravelingforbusinesspurposes.Meanwhile,theshareofbusiness-relatedtravelsatManchesterandStanstedAirportswasbelow10percent.

ReadmoreNote(s):UnitedKingdom;2022;107,260respondents;16yearsandolder;*Surveynumbersforeachairportwereasfollows:Gatwick=22,817;Heathrow=38,372;Luton=7,855;Manchester=22,430andStansted=15,786.Thisstatisticisusing[...]

ReadmoreSource(s):DepartmentforTransport(UK);GOV.UKShareofadultsdissatisfiedwiththetravelexperienceintheUnitedKingdomin2023,byreasonsShareofUKadultsdissatisfiedwiththeairportexperience2023,byreasonsShareofadults10%0%5%15%20%25%30%35%33%DelaysPoorcustomerserviceIssuesrelatingtosecuritychecksPoorairportfacilities21%17%15%14%HighcostsPoorin-flightexperienceOvercrowding11%9%9%DiscomfortCancellations7%ProblemswithaccessbilityandassistanceStress/Anxiety6%6%Cleanlinessandmaintenanceissues3%7Description:InOctober2023,theprimaryfactorcontributingtotheoveralltravelexperienceofairtravelersintheUnitedKingdomwasdelayedflights,accountingforasignificantpassengershareof33percent.Travelsatisfactionwasalsoaffectedbypoorcustomerservice,as21percentofairpassengersweredissatisfiedwiththecustomerservicetheyreceived.ReadmoreNote(s):UnitedKingdom;October2023;127respondents;18yearsandolder;whohaveflowninthelast12monthsSource(s):CivilAviationAuthority(UK);SavantaCHAPTER

02CustomercomplaintsNumberofcomplaintsagainstUKairlinesin2019and2023,bytypeandquarterQuarterlyairlinepassengercomplaintsintheUK2019-2023,bytypeRegulation261Regulation1107Other18,00016,00014,00012,00010,0008,0006,0004,0002,0000Q12019Q2

2019Q3

2019Q4

2019Q1

2020Q2

2020Q3

2020Q4

2020Q1

2021Q2

2021Q3

2021Q4

2021Q1

2022Q2

2022Q3

2022Q1

2023Q2

2023Q3

20239Description:Inthethirdquarterof2023,UKairlinesreceived14,769passengercomplaintsregardingdelayedorcancelledflightundertheEuropeanCommission'sregulation261.Theregulationprotectsairpassengerswhohavecheckedinontimebuthavebeenaffectedbylongdelays,flightcancellations,andmissedconnections.ReadmoreNote(s):UnitedKingdom;2019to2023Source(s):CivilAviationAuthority(UK)NumberofcomplaintspermillionpassengersagainstUKairlinesinQ32023AirlinepassengercomplaintrateintheUnitedKingdom(UK)2023Complaintspermillionpassengers300

4000100200500600700800WIZZAIRRYANAIRTUIAIRWAYSLTDEASYJETAIRFRANCE/KLMEGYPTAIRROYALBRUNEIAIRLINESBRITISHAIRWAYSPLCTHYTURKISHAIRLINESOMANAIR10Description:Inthethirdquarterof2023,theairlinereceivingthelargestnumberofcomplaintspermillionpassengersintheUKwasWizzAir.Theairlinereceived709complaintspermillionpassengers.ReadmoreNote(s):UnitedKingdom;Q32023Source(s):CivilAviationAuthority(UK)Sharedofpeoplesatisfiedwiththehandlingofairport/airlinecomplaintsintheUnitedKingdomfrom2016to2023Shareofadultssatisfiedwiththehandlingofairport/airlinecomplaints2016-202375%70%71%66%64%64%65%60%55%50%45%63%58%56%54%53%52%50%50%Mar'16Oct'16Mar'17Oct'17Apr'18Oct'18Apr'19Nov'19Nov'20Nov'21Oct'22Oct'2311Description:In2022,satisfactionwiththehandlingofcomplaintsdroppedtoonly50percentofpassengers.Thiswasthelowestlevelofsatisfactionrecordedduringthespecifiedtimeframe,anditwasthesameasthesatisfactionlevelrecordedintheMarch2017survey.ReadmoreNote(s):UnitedKingdom;2016to2023;1,006respondents;18yearsandolder;whohaveflowninthelast12monthsSource(s):CivilAviationAuthority(UK);ComRes;Savanta;SavantaSatisfactionwiththeresolutiontoanairtravelcomplaintintheUnitedKingdomin2023ShareofUKadultssatisfiedwithresolutiontoanairtravelissuecomplaint2023Shareofadults10%0%5%15%20%25%30%VerysatisfiedFairlysatisfiied20%27%NeithersatisfiednordissatisfiedFairlydissatisfied16%15%Verydissatisfied23%12Description:In2023,acombined47percentofadultsintheUnitedKingdomwhohadflowninthepast12monthsandhadmadeacomplaintregardinganairtravelissuereportedthattheywereeitherveryorfairlysatisfiedwiththeprogressorresolutionoftheircomplaint.Meanwhile,23percentoftravelersreportedbeingverydissatisfiedwiththeoutcomeoftheircomplaint.ReadmoreNote(s):UnitedKingdom;2to7October2023;147-155;18yearsandolderSource(s):CivilAviationAuthority(UK);SavantaCHAPTER

03CancellationsandflightdelaysPercentageofscheduledflightsdepartingontimeatselectedairportsintheUKin2022PercentageofflightsontimeatselectedairportsintheUK2022201889%2019202020212022100%90%80%70%60%50%40%30%20%10%0%9

92

2%%88%92%88%91%89%88%8

87

7%%87%84%

84.8%81%79%87%86.7%86%

86%87%85%86%76%8

86

6%%8

58.

76%%

8

86

6%%85%85%8

83

3%8%3

%8

82

3%%82.6%80%77.1%

77.3%82.1%81%83.8%74.2%82%

82%80.7%

81.5%

81%80%81%79%77%808%0%79%

79%80%79%80%8

80

0%%79%78%

78%

78%

77.2%77%76.2%

76.2%76%77%75%75%75.8%76%74.8%76%74%

74%73%737%2.5%72.8%

73%72.6%70.9%72.8%70.5%71%70%69.2%69%

69%68%

68%67%

67.6%67.9%67%65%

65%64%59.5%60%

60%

59%58%

58%

58%57%56%0%0%14Description:In2022,TeessideInternationalAirportwasthemostreliableairportintheUK,with92percentofallscheduledflightsdepartingontimethatyear.However,it'sworthtomentionthat,thesizeofthisairportwassignificantlysmallerthanthoselistedonthegraph.Thatyear,LondonCityAirportwasthemostpunctualairportintheUK'scapital,with71percenton-timeperformance.ReadmoreNote(s):UnitedKingdom;2022;*Ontimemeanswithin15minutesofintendeddeparture.ThisstatisticisusingoriginaldatafromtheGovernmentDigitalServiceandincludesSource(s):CivilAviationAuthority(UK);GOV.UKmaterialfrom?Crown,licensedundertheOpen[...]ReadmoreTopUKairportswiththeworstflightdelaysin2022(inminutes)*AverageflightdelaytimeatselectedairportsintheUnitedKingdom(UK)2022Averagedelayinminutes20222021202020191520180510202530281313DoncasterSheffieldLuton88122710161818266Gatwick10101825BirminghamManchesterBristol81517252597714167222488CardiffWalesEdinburghNewcastleStansted77111113132323715207712121420207Heathrow9131315Description:In2022,TeessideInternationalAirporthadtheshortestaveragedelaysforscheduledflightsat13minutes.However,it'sworthtomentionthat,thesizeofthisairportwassignificantlysmallerthansomeofthoselistedonthegraph.Thatyear,LondonCityAirporthadanaverageof14minutesofdelaysforscheduledflights.Ontheotherhand,DoncasterSheffieldAirportrecordedthelongestdelaysatanaverageof28minutes.

ReadmoreNote(s):UnitedKingdom;2022;*Dataonlyincludesdelayedscheduledflights.2018dataisnotavailableforBristol,BelfastInternational,andLondonCityairports.ThisstatisticisusingoriginaldatafromtheGovernmentDigitalServiceand[...]ReadmoreSource(s):CivilAviationAuthority(UK);GOV.UKSatisfactionwithhandlingofpostponedorcancelledflightsintheUnitedKingdomin2023ShareofUKadultssatisfiedwithhandlingofpostponedorcancelledflight202350%45%40%35%30%25%20%45%17%16%15%10%5%13%8%0%VerysatisfiedFairlysatisfiiedNeithersatisfiednordissatisfiedFairlydissatisfiedVerydissatisfied16Description:In2023,only24percentofpassengersintheUnitedKingdomwereveryorfairlysatisfiedwiththeresolutionofpostponingorcancellationoftheirflight.Meanwhile,45percentwereverydissatisfiedwiththehandlingofthissituation.ReadmoreNote(s):UnitedKingdom;2023;75respondents;18yearsandolder;whohavehadtopostponeorcancelaflightSource(s):CivilAviationAuthority(UK);SavantaShareofairpassengerswhoreceivedcommunicationonthecauseoftravelissuesintheUnitedKingdomin2023PassengersreceivinginformationofreasonforairtraveldisruptionintheUK202380%74%73%70%60%50%40%30%20%10%0%57%54%54%51%49%48%Oct'18Apr'19Nov'19Nov'20(lastflight

Nov'20(lastflightpre-pandemic)Oct'21Oct'22Oct'23post-pandemic)17Description:In2023,abouthalfofairpassengerswhoexperiencedtraveldisruptionsalsoreceivedinformationonthereasonforthisdisruption.Passengerstravelingin2020and2021aftertheoutbreakoftheCOVID-19pandemic,hadreportedthattheyhadreceivedinformationonthecauseoftraveldisruptionsfarmoreregularly,inaround73to74percentofcases.ReadmoreNote(s):UnitedKingdom;October2023;1096respondents;18yearsandolder;whohaveflowninthelast12monthsSource(s):CivilAviationAuthority(UK);SavantaCHAPTER

04EaseoftravelLevelofsatisfactionwithairportsecurityscreeningintheUnitedKingdom(UK)in2023SatisfactionwithairportsecurityscreeningintheUK2023Shareofrespondents15%

20%0%5%10%25%30%35%40%45%50%VerysatisfiedSatisfied37%45%NeithersatisfiedordissatisfiedDissatisfied12%4%Verydissatisfied2%19Description:ThevastmajorityofpassengersatUKairportsweresatisfiedwithsecurityattheairport,with82percentreportingthattheywereveryorfairlysatisfied.Onlyabouttwopercentofpassengersreportedbeingverydissatisfied.

ReadmoreNote(s):UnitedKingdom;October2023;1,774to1,903;18yearsandolder;includesrespondentswhohaveflowninthepast12monthsSource(s):CivilAviationAuthority(UK);SavantaAveragequeuetimewhenwaitingforsecurityscreeningatselectedUKairportsin2022(inminutes)AveragewaitingtimeforsecurityscreeningatUKairports2022403530252015105020/statistics/1183246/queue-time-airport-security-screening-uk-airportsIn2022,passengersatLeedsBradfordAirportreportedthelongestwaittimesforsecurityscreening,withanaverageestimatedqueuetimeof35minutes.Inthatsameyear.EstimatedwaittimesatHeathrowaveraged20minutes,duringthesameperiod.ReadmoreNote(s):UnitedKingdom;19to30August2022;21,812respondents;18yearsandolderSource(s):Opinium;Which?ShareofadultssatisfiedwiththeairportexperienceintheUnitedKingdomfrom2016to2023ShareofUKadultssatisfiedwiththeairportexperience2016-202385%83%83%81%81%79%81%79%79%79%77%75%73%71%69%67%65%78%78%78%76%76%71%Mar'16Oct'16Mar'17Oct'17Apr'18Oct'18Apr'19Nov'19Nov'20Nov'21Oct'22Oct'2321/statistics/1185524/share-of-uk-adults-satisfied-with-the-airport-experienceInOctober2023,76percentofadultairtravelersintheUnitedKingdomexpressedsatisfactionwiththeirairportexperience.Overtheperiodgiven,theshareofindividualssatisfiedwiththeirairportexperiencerangedbetween76and83percent.

ReadmoreNote(s):UnitedKingdom;2016to2023;1,006to1,900;18yearsandolder;whohaveflowninthelast12monthsSource(s):CivilAviationAuthority(UK);ComRes;Savanta;SavantaShareofairpassengersexperiencingqueuingandcrowdingatairportsintheUnitedKingdomin2023,bytypeofissueExperienceofissuesatairportsintheUK2023Shareofadultsexperiencingtheflightissue0%2%4%6%8%10%12%14%16%18%20%CrowdingattheairportDelay/longqueuesatimmigrationDelayorlongwaitforluggageQueuestogetintotheairport19%16%14%8%22Description:In2023,19percentofairpassengersintheUKreportedthattheyexperiencedcrowdingatanairportwhiletraveling.Meanwhile,some16percentoftravelersexperienceddelaysorlongqueuesatimmigration.

ReadmoreNote(s):UnitedKingdom;October2023;1,910respondents;18yearsandolder;whohaveflowninthelast12monthsSource(s):CivilAviationAuthority(UK);SavantaCHAPTER

05CostofflyingShareofadultswhothinkitiseasytounderstandthecostoftravelintheUnitedKingdomfrom2016to2023ShareofUKadultswhothinkitiseasytounderstandthecostoftravel2016-202360.0%58.0%56.0%58%58%57%56%55%55%55%54%54.0%52.0%50.0%48.0%51%50%49%Oct'16Mar'17Oct'17Apr'18Oct'18Apr'19Nov'19Nov'20Nov'21Oct'22Oct'2324Description:InOctober2023,itwasreportedthatabout58percentofadultsresidingintheUnitedKingdomthoughtitwaseasytounderstandthecostoftravel.Thiswasaboutbeingabletocomparethecostsoftravelingwithdifferentairlines.

ReadmoreNote(s):UnitedKingdom;2016to2023;3,510respondents;18yearsandolderSource(s):CivilAviationAuthority(UK);ComRes;Ipsos;SavantaSatisfactionofairpassengerswiththevalueformoneyofflyingintheUnitedKingdombetween2016to20