How Inflight Service Affects The Passenger Experience

If you have ever stepped off an airplane and thought, “That was actually a great flight,” despite being crammed into the exact same 17-inch-wide seat you complained about the last time you flew, you have experienced the undeniable power of inflight service. A passenger’s overall perception of a flight is heavily influenced by the quality of inflight service, which can somehow override — or at least help to forget about — the physical limitations of a cramped seat. While airlines invest heavily in the physical “hard product” like seat ergonomics and cabin layout, putting most of their effort into the premium economy cabin and upwards, it is the “soft product” (crew hospitality, food, cabin ambiance…) that psychologically determines whether a trip is remembered as great or miserable.