Airline Customer Experience: Touchpoints & Journey Mapping
Discover how to design, manage, and improve the end-to-end customer journey for a seamless airline experience.
@ Aeroclass
Course description
In the highly competitive airline industry, exceptional customer experience is a key differentiator and a driver of long-term profitability. Unlike tangible products, airline services cannot be stored or standardized - they rely on consistent delivery across numerous human and digital touchpoints.
This course provides a complete walkthrough of the passenger journey, from booking to post-flight, highlighting how each interaction shapes the overall customer experience. Through best practice examples and real-world scenarios, participants will learn how to identify, assess, and enhance every touchpoint to strengthen satisfaction, loyalty, and brand value.
Customer service professionals will gain actionable insights to deliver better assistance, while managers and analysts will learn how to map, plan, and optimize the customer journey holistically.
Learning outcomes
At the end of this course, participants will be able to:
- Identify and understand key customer touchpoints throughout the passenger journey
- Apply best practices for both in-person and digital customer interactions
- Recognize opportunities to enhance service quality and upsell ancillary products
- Align customer service with corporate identity and brand value
Who should attend
- New customer service agents
- Customer service professionals transitioning from other industries
- Junior customer service managers seeking to refresh their aviation knowledge
- Business analysts wanting a 360° view of an air passenger journey
- Managers from departments such as revenue management, complaint handling, or sales
Meet your instructor
Jörg Troester
Jörg Troester has more than 25 years of experience in the aviation industry. As Head of Corporate Strategy Jörg is responsible for Hahn Air’s strategic development and represent the company at various industry associations as well as towards governmental organizations. Jörg also works as a guest lecturer at different universities and international organizations.
Before joining Hahn Air Lines, he worked for over ten years with LTU International Airways in various positions in project management and product development in the areas of distribution, sales & marketing and IT.
Jörg holds a Master’s Degree in linguistics and media science, an MBA in tourism and hospitality and LL.M. in Commercial law.
Develop customer-focused CRM strategies to ensure your airline has a competitive advantage regarding cost and revenue.
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Lift your aviation career off the ground
- Check your knowledge with quizzes
- Study on different devices
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- Obtain Aeroclass Certificate