Research brief:

From booking glitches to refund delays, the modern airline app experience reveals critical gaps in UI/UX design and operational efficiency. This report explores the challenges faced by users on platforms like Indigo and Air India and provides actionable insights to improve satisfaction and loyalty.

1. Key Trends in Consumer Sentiments

• Frustration Peaks: Booking and payment issues dominate the complaints, with 37% of negative sentiment stemming from transaction failures and refund delays.

• App Woes: Navigation difficulties and crashes (38%) contribute to dissatisfaction, emphasizing the need for robust app performance.

2. Consumer Pain Points

• Broken Trust: Technical glitches and unresponsive customer support are eroding consumer confidence.

• Complicated Processes: Poorly designed seat selection and hidden refund options hinder user experience.

3. Emerging Opportunities

• Seamless Interaction: Clear payment statuses and streamlined refund trackers can significantly reduce user anxiety.

• Innovative Features: Adding dark mode, offline boarding passes, and multicity booking functionality can elevate app usability.

Gain a competitive edge by understanding the critical needs of today’s airline app users. Download the full report now for actionable insights and strategies to transform the digital booking experience.