GITNUXREPORT 2025

Customer Experience In The Aerospace Industry Statistics

Aerospace prioritizes digital, personalized, and timely customer experiences for growth.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

90% of airline customers say that their overall perception of an airline is influenced by their customer service experience.

Statistic 2

75% of airline passengers are willing to pay more for better customer service.

Statistic 3

68% of aerospace customers consider timely communication as critical to their satisfaction.

Statistic 4

54% of aerospace firms believe that personalized customer engagement improves loyalty.

Statistic 5

65% of customers are more likely to choose an airline that offers a seamless digital experience.

Statistic 6

82% of airline passengers are more likely to recommend an airline that provides excellent customer service.

Statistic 7

80% of airline customers are satisfied with self-service kiosks used for check-in.

Statistic 8

55% of aerospace industry executives report that customer feedback significantly influences product development.

Statistic 9

74% of airline passengers value the availability of in-flight Wi-Fi for their overall experience.

Statistic 10

60% of airline customers have abandoned a booking due to poor digital experience.

Statistic 11

88% of aerospace companies believe that improving customer experience is critical for competitive advantage.

Statistic 12

76% of airline passengers consider loyalty programs as a significant factor in choosing airlines.

Statistic 13

63% of customers report that proactive communication reduces their frustration during delays.

Statistic 14

85% of aerospace customers believe that transparency about delays and disruptions influences their satisfaction.

Statistic 15

64% of aerospace industry clients expect quicker resolution of their complaints.

Statistic 16

71% of airline customers prefer contactless payment options.

Statistic 17

70% of airline passengers said they’d switch carriers due to poor customer service.

Statistic 18

59% of aerospace industry stakeholders believe that data analytics improves customer satisfaction.

Statistic 19

58% of aerospace clients are willing to share data if it results in better service.

Statistic 20

72% of airline travelers report that a smooth digital check-in process enhances their overall satisfaction.

Statistic 21

66% of aerospace customers prioritize safety and reliability over price.

Statistic 22

79% of airline customers report that friendly staff positively impacts their flight experience.

Statistic 23

87% of airline passengers value timely responses to their queries.

Statistic 24

73% of aerospace firms track customer feedback regularly to improve services.

Statistic 25

80% of airline customers would be more loyal if provided with proactive service updates.

Statistic 26

59% of airline customers mainly choose flights based on the quality of customer service.

Statistic 27

65% of airline customers would switch to a carrier offering flexible rebooking options.

Statistic 28

82% of aerospace customers rate digital self-service options as highly important for their overall experience.

Statistic 29

78% of aircraft maintenance customers prefer real-time status updates.

Statistic 30

67% of aerospace customers expect personalized offers and communication from their providers.

Statistic 31

52% of travelers use mobile devices to access airline services during their journey.

Statistic 32

70% of airline passengers are interested in personalized travel recommendations.

Statistic 33

83% of airline customers want real-time updates about their flight status.

Statistic 34

69% of airline loyalty members feel more loyal when personalized offers are exclusive to them.

Statistic 35

55% of aerospace industry customers prefer digital onboarding processes.

Statistic 36

48% of airline passengers want to engage via social media channels for support.

Statistic 37

84% of aerospace companies are adopting omnichannel strategies to improve customer experience.

Statistic 38

78% of aerospace customers prioritize eco-friendly operations as part of their overall experience.

Statistic 39

70% of aerospace industry leaders plan to invest heavily in customer experience technology over the next three years.

Statistic 40

45% of aerospace companies have increased investment in AI-driven customer service solutions in 2023.

Statistic 41

77% of aerospace companies see customer experience as a key driver for future growth.

Statistic 42

65% of aerospace companies are investing in virtual reality to enhance customer engagement.

Statistic 43

61% of aerospace organizations plan to implement chatbots for customer service in the next two years.

Statistic 44

69% of airline customers say baggage handling is a key factor in their customer experience.

Statistic 45

63% of customers prefer quick and easy replacement procedures for damaged parts.

Statistic 46

67% of aerospace employees believe customer experience improvements require cross-departmental collaboration.

Statistic 47

62% of airline customers feel that seamless baggage handling systems enhance their experience.

Statistic 48

77% of aerospace industry clients prefer automated repair tracking systems.

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Key Highlights

90% of airline customers say that their overall perception of an airline is influenced by their customer service experience.
75% of airline passengers are willing to pay more for better customer service.
82% of aerospace customers rate digital self-service options as highly important for their overall experience.
68% of aerospace customers consider timely communication as critical to their satisfaction.
54% of aerospace firms believe that personalized customer engagement improves loyalty.
78% of aircraft maintenance customers prefer real-time status updates.
65% of customers are more likely to choose an airline that offers a seamless digital experience.
70% of aerospace industry leaders plan to invest heavily in customer experience technology over the next three years.
82% of airline passengers are more likely to recommend an airline that provides excellent customer service.
45% of aerospace companies have increased investment in AI-driven customer service solutions in 2023.
69% of airline customers say baggage handling is a key factor in their customer experience.
80% of airline customers are satisfied with self-service kiosks used for check-in.
55% of aerospace industry executives report that customer feedback significantly influences product development.

In an industry where a staggering 90% of airline customers say their perception hinges on customer service, enhancing the passenger experience has become the ultimate competitive advantage in aerospace.

Customer Satisfaction and Loyalty

90% of airline customers say that their overall perception of an airline is influenced by their customer service experience.
75% of airline passengers are willing to pay more for better customer service.
68% of aerospace customers consider timely communication as critical to their satisfaction.
54% of aerospace firms believe that personalized customer engagement improves loyalty.
65% of customers are more likely to choose an airline that offers a seamless digital experience.
82% of airline passengers are more likely to recommend an airline that provides excellent customer service.
80% of airline customers are satisfied with self-service kiosks used for check-in.
55% of aerospace industry executives report that customer feedback significantly influences product development.
74% of airline passengers value the availability of in-flight Wi-Fi for their overall experience.
60% of airline customers have abandoned a booking due to poor digital experience.
88% of aerospace companies believe that improving customer experience is critical for competitive advantage.
76% of airline passengers consider loyalty programs as a significant factor in choosing airlines.
63% of customers report that proactive communication reduces their frustration during delays.
85% of aerospace customers believe that transparency about delays and disruptions influences their satisfaction.
64% of aerospace industry clients expect quicker resolution of their complaints.
71% of airline customers prefer contactless payment options.
70% of airline passengers said they’d switch carriers due to poor customer service.
59% of aerospace industry stakeholders believe that data analytics improves customer satisfaction.
58% of aerospace clients are willing to share data if it results in better service.
72% of airline travelers report that a smooth digital check-in process enhances their overall satisfaction.
66% of aerospace customers prioritize safety and reliability over price.
79% of airline customers report that friendly staff positively impacts their flight experience.
87% of airline passengers value timely responses to their queries.
73% of aerospace firms track customer feedback regularly to improve services.
80% of airline customers would be more loyal if provided with proactive service updates.
59% of airline customers mainly choose flights based on the quality of customer service.
65% of airline customers would switch to a carrier offering flexible rebooking options.

Customer Satisfaction and Loyalty Interpretation

In an industry where 90% of customers’ perceptions hinge on service quality, it’s clear that seamless digital experiences, proactive communication, and personal engagement aren’t just perks—they’re the altitude at which airlines and aerospace firms must fly to stay ahead in the crowded sky of competition.

Digital Engagement and Personalization

82% of aerospace customers rate digital self-service options as highly important for their overall experience.
78% of aircraft maintenance customers prefer real-time status updates.
67% of aerospace customers expect personalized offers and communication from their providers.
52% of travelers use mobile devices to access airline services during their journey.
70% of airline passengers are interested in personalized travel recommendations.
83% of airline customers want real-time updates about their flight status.
69% of airline loyalty members feel more loyal when personalized offers are exclusive to them.
55% of aerospace industry customers prefer digital onboarding processes.
48% of airline passengers want to engage via social media channels for support.
84% of aerospace companies are adopting omnichannel strategies to improve customer experience.

Digital Engagement and Personalization Interpretation

In an industry soaring towards digital transformation, aerospace customers increasingly demand personalized, real-time, and omnichannel experiences—highlighting that flying high requires not just innovative aircraft, but innovative customer engagement too.

Environmental Sustainability and Eco-Friendly Initiatives

78% of aerospace customers prioritize eco-friendly operations as part of their overall experience.

Environmental Sustainability and Eco-Friendly Initiatives Interpretation

With 78% of aerospace customers valuing eco-friendly operations, airlines and manufacturers better take off on sustainability or risk losing their passengers to greener horizons.

Investment and Industry Trends

70% of aerospace industry leaders plan to invest heavily in customer experience technology over the next three years.
45% of aerospace companies have increased investment in AI-driven customer service solutions in 2023.
77% of aerospace companies see customer experience as a key driver for future growth.
65% of aerospace companies are investing in virtual reality to enhance customer engagement.
61% of aerospace organizations plan to implement chatbots for customer service in the next two years.

Investment and Industry Trends Interpretation

With a staggering 70% of aerospace leaders charting course for major investments in CX tech—highlighted by a near doubling of AI-driven customer service and rising virtual reality ventures—it's clear that in an industry where the sky isn’t the limit but the baseline, organizations are soaring towards customer experience as their next fuel for growth.

Operational Efficiency and Service Quality

69% of airline customers say baggage handling is a key factor in their customer experience.
63% of customers prefer quick and easy replacement procedures for damaged parts.
67% of aerospace employees believe customer experience improvements require cross-departmental collaboration.
62% of airline customers feel that seamless baggage handling systems enhance their experience.
77% of aerospace industry clients prefer automated repair tracking systems.

Operational Efficiency and Service Quality Interpretation

With over two-thirds of airline customers craving seamless baggage handling and streamlined repairs, the aerospace industry must embrace cross-departmental collaboration and automation to elevate the passenger experience from baggage claim to takeoff.