Why “How Was Your Flight?” Now Defines Airline Loyalty

What makes a passenger choose the same airline again when price is no longer enough?In this CX Today interview, Francesca Roche speaks with Dr Jennifer Coisson, Director of Research and Advisory Services at Sogolytics, about the customer experience factors shaping airline loyalty in the US market.Drawing on findings from Sogolytics’ US Airlines 2026 CX Rankings, Dr Coisson explains why low fares may influence the first booking, but service quality, in-flight experience, loyalty programs, communication, and disruption recovery are what often determine whether travelers return.The discussion explores why 50 percent of travelers still view ticket price as a top decision factor, how frequent flyers and occasional travelers prioritize different parts of the journey, and why moments of disruption can either damage trust or strengthen loyalty.Dr Coisson also highlights the importance of operational basics, including cabin cleanliness, baggage handling, seat comfort, and staff empathy. As airlines look ahead, she explains why proactive service recovery, better segmentation, greater flexibility, and a more connected end-to-end journey will be central to earning customer trust.For more Customer Experience tech news visit https://www.cxtoday.com