67 - Keeping Travelers Satisfied with Michael Taylor

Flying Smarter: Air Travel Explained

Andrew starts this episode by talking about aircraft painting and secret crew rest areas. The main segment for this episode features Michael Taylor from data analytics and consumer insights firm J.D. Power.

• How often do aircraft get repainted? And why is the process so important? Find out more in this episode. Plus, did you know that some airliners have hidden crew rest areas?
• Michael Taylor is the Senior Managing Director, Travel, Hospitality, Retail and Customer Service at data analytics and consumer insights firm J.D. Power. He joins Andrew to talk about the drivers of passenger satisfaction in the air travel experience. From personal and friendly service to clean bathrooms, Mike provides insight on what travelers care about the most.
• J. D. Power produces the annual North American Airline Satisfaction Survey and Mike shares the results in this episode. Find out which airlines did the best and what the key findings were.

Michael Taylor is the Senior Managing Director, Travel, Hospitality, Retail and Customer Service at data analytics and consumer insights firm J.D. Power. Mike is responsible for providing industry thought leadership and advice to the company’s clients in the airline and airport segment, and has worked with a whole host of airlines and airports across North America and around the world to measure and manage customer satisfaction and loyalty. J.D. Power conducts the annual North American Airline Satisfaction study: Learn More Here

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