More Millennials, Gen Zers Take to the Skies

The airlines that will stand out during the upcoming busy spring and summer travel season are those that are ready to support today's most frequent travelers – millennials and Gen Zers – across a variety of digital channels such as instant messaging, video and text, according to a survey by Teleperformance Business Insights Lab.

While calling, email and web forms continue to be the customer service channels used most by airline travelers, nearly 70% of travelers who have contacted airline customer service before and after the pandemic say their interactions with airlines have changed since the 'new normal'. Almost a quarter of travelers (24%) now say they're branching out and trying new channels to contact the airlines, and a quarter (26%) report using more self-help options to get the support1.

These findings derive from the Teleperformance Business Insights Lab Survey, in which 87,000 consumer interviews were conducted across 20 sectors and 16 countries. Now in its ninth year, the survey queried consumers across topics ranging from customer service channel preferences and metrics, including more than 4,800 airline customers1. The Business Insights Lab looked into travelers' use of airline support channels and their preferences to help airlines understand how travelers want to be served and what channels airlines should consider adding to their contact options.

Digital Support Channels Are Getting Busier

Contacting airlines for help through an airline's mobile app rose 29% since 2019.  Instant messaging with airlines' customer service was up 71% since before the pandemic, and texting airlines grew 105%. Travelers told Teleperformance they are also using other ways to seek help from airlines including automated chat and video. These trends are more pronounced across younger demographics.  Read additional findings from the survey here.  

"One of the most significant changes in the travel industry since the pandemic is the growing demand for flexibility among travelers. This includes a demand for more diverse contact options and travelers' rising preference for digital channels that provide flexibility in how they receive help and support," said Rahul Jolly, President of Global Travel and Hospitality, Teleperformance. "Building out and enhancing support capabilities across emerging digital channels can help airlines differentiate themselves, provide positive experiences and help customer retention."