Understanding emotion unlocks powerful new insight into how to deliver premium experiences.
A case study on premium airport and airline lounges
The Airport Lounge Experience
Air travel has had its challenges over the last three years with enforced border lockdowns due to the Global Pandemic and more recent economic uncertainty caused by conflicts and rising inflation. Airlines and airports need to entice their frequent flyers back to drive both volume and profitability, and one of the ways of doing this is through the airport lounge experience to ensure traveling is a pleasurable experience for premium and frequent flyers. Airlines can differentiate their offer through their own airport lounges. It is a key touchpoint on the journey providing an opportunity to drive loyalty through the brand experience.
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