Dano Airlines – Passenger Satisfaction Analysis & Strategy ✈️
A latest passenger survey of 120,000+ travelers revealed a serious challenge:
- Overall satisfaction has dropped to 43%; the first time ever below 50%.
But the data tells us not only the problem, but the solution.
Key Findings
Class: Economy passengers are the least satisfied, dragging down the overall score. Business and Eco Plus perform much better.
Customer Type: First-time flyers are less satisfied than returning customers, showing loyalty improves experience.
Travel Type: Business travelers are more satisfied than leisure travelers.
What Drives Dissatisfaction (from Key Influencers visual)
In-flight WiFi/connectivity → consistently poor ratings.
Check-in process → slow and inefficient.
Comfort & cleanliness → especially in Economy class.
Food & beverage quality → major weakness compared to competitors.
Data-Driven Strategy
1. Fix the top pain points → prioritize WiFi, check-in and food service improvements.
2. Upgrade the Economy class experience → biggest passenger base, lowest satisfaction.
Targeted improvements in Economy service, check-in efficiency and digital experiences will help lift satisfaction above 50% quickly and build long-term loyalty.
3. Invest in digital transformation → faster check-in (kiosks (airport machines for faster check-in), mobile boarding, automation).
4. Support first-time flyers → better onboarding, signage and customer care.
Maintain Business class strengths → keep premium customers happy.
Expected Outcome
By addressing these key areas, Dano Airlines can:
1. Lift satisfaction above 50% in the short term.
2. Build stronger loyalty and retention for the long term.
To guide this turnaround, I’ve created a single-page Power BI dashboard combining a headline KPI (43%), passenger breakdowns (by class, travel type, customer type) and a Key Influencers chart that highlights exactly where we need to act.
Passenger experience isn’t just a metric — it’s the runway to our future success.
Digitaley Drive
