Abstract
One airline strategy aimed at selling more tickets is to provide a superior comfort experience. However, only a small amount of public scientific information is available addressing the passenger’s opinion on comfort. In this study, 10,032 internet trip reports were used to gather opinions about aspects which need to be improved in order to design a more comfortable aircraft interior. The results show clear relationships between comfort and leg room, hygiene, crew attention and seat. Passengers rate the newer planes significantly better than older ones, indicating that attention to design for comfort has proven effective. The study also shows that rude flight attendants and bad hygiene reduce the comfort experience drastically.
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