Facts: Travelers in numbers
Four out of ten have been affected by delays.
Four out of ten want to receive text messages with information about delays.
Three out of ten think that the price is most important.
Two out of ten think that covid-19 still affects the choice of mode of travel.
The survey was carried out with the help of interviews with 2,265 Swedes during the period 16 March–24 April.
Source: Swedish quality index
The Swedish Quality Index measures travellers’ experiences of their journeys by bus, train and plane, and states in this year’s survey that customer satisfaction has decreased for all modes of transport.
Johan Parmler, CEO of the Swedish Quality Index, says in a press release that this is a clear step back after last year’s rise, although he points out that some external factors are beyond the actors’ control.
But it “at the same time shows how important it is with transparent customer communication. Here, the industry generally has a lot to improve,” he says.
A period of strikes in the airline industry, waiting times at security checkpoints, ticket confusion and delayed and canceled trains are pointed out as reasons for the travelers’ ratings.
The Swedish quality index also writes that customers may have recently had higher demands on availability and service.
“It’s no longer just about getting from point a to b, but service issues both before, during and after the trip have become important again. This is also a reason why the industry as a whole is losing.”