Passenger transport and aviation

Describe complaint channels before, during and after travel, and responsibility for urgent cases and appeals. Connect response deadlines, booking data and satisfaction measurement to team and provider responsibilities.

Suggested package

The customer experience package covers passenger complaints and satisfaction, with follow-up on analysis and improvement actions.

Customer experience

Example package index

A passenger transport customer experience example contains 56 documents. Services, channels and your answers determine your organisation’s index.

1. F-01 Document list and retention rules
2. F-01b Process map and interactions
3. F-02 Document distribution and receipt record
4. F-05 Job description and competence requirements
5. F-05a Roles and authorities
6. F-06 Training, competence actions and evaluation record