passenger experience

Airports may look like simple transportation hubs, but almost every aspect of their design is carefully planned. From the moment you enter the terminal until you board your flight, subtle …

Viral travel stories usually have a short shelf life. Something strange happens, social media gets angry for a few days, and then everyone moves on to the next outrage. But …

The airline says it’s refining its new boarding system after passengers reported issues with overhead bin space, family seating, and boarding flow. Southwest Airlines’ new boarding system, introduced in January, …

We’ve all been there…you board your plane, and are going somewhere nice and warm, so you’re dressed for where you’re landing. Probably shorts and a T-shirt. As you get all …

Over the years, airlines have figured out more and more ways to nickel and dime their passengers. So nowadays for every little thing that’s considered more desirable, there’s potentially a …

Over the weekend, we posted a piece about how airports are specifically designed to trick you into buying more. One email we got in response to the piece, from a …

Imagine arriving at an airport for the first time and finding no signage to guide you. Even the most seasoned traveler would probably struggle, at least a little bit, to …

During the boarding process of an American Airlines flight, the captain apologized multiple times over the PA system for a broken APU system, which caused the aircraft to be warmer …

Even if they fly a decent amount, there are some things many passengers don’t know about or simply have never noticed. We’ve gone over some of them before: The special …

Delta Air Lines has set itself apart by offering a complimentary Wi-Fi option to its passengers, which is a rare offering in the airline industry. Passengers can access free Wi-Fi …