Course Details
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FlightFlow: Designing the Sky-High Passenger Experience
This introductory course explores core principles of passenger experience, including customer journey mapping, service touchpoint identification, and basic behavioral insights. Participants engage in design-thinking exercises to understand passenger motivations. Ideal for marketing or service teams beginning to focus on PX in airlines before advancing to comprehensive revenue and innovation modules.
Details
Overview
Next Batch: Nov, 2025
Duration: 4 Weeks
Mode: Live Online
Fees: USD 1,200
Course Modules
| Passenger Journey Mapping | Introduction to end-to-end journey mapping in aviation |
| Service Touchpoints & Metrics | Basics of experience measurement at each phase |
| Behavioral Insights in PX | Understanding customer behavior and needs |
| Design Thinking Fundamentals | Applying creative problem-solving to PX design |
| Case Studies | Real airline examples of PX challenges and wins |
| Passenger Feedback Tools | Collecting and using feedback for service improvement |
For Whom
- New Passenger Experience (PX) Professionals
- Airline Marketing Staff
- Operations Teams curious about PX design
Pre-requisites
No prior PX experience required: Just an interest in customer-centric thinking and improvement.
Learning Outcomes
| Map basic airline passenger journeys and identify key touchpoints |
| Use behavioral insights for basic service improvements |
| Apply introductory design thinking in PX challenges |
| Gather and interpret passenger feedback effectively |