From our reading list: This is exactly why we do what we do at Retailaer.
Ann Cederhall's wish list isn't revolutionary—as she points out, these are "basic user-centric design principles travelers expect from every other industry." From instant loyalty points to smarter disruption handling, it's a practical rundown of what customers actually want.
Research shows 75% of companies believe they're customer-centric, yet only 30% of customers agree. This disconnect is especially pronounced in airlines. These 15 wishes aren't pie-in-the-sky demands—they're table stakes in 2025.