PaxInsight Forum

As passenger expectations continue to evolve, airlines are under increasing pressure to deliver experiences that not only meet customer needs but also drive loyalty and competitive advantage. Understanding what passengers value most, and how those expectations are changing, has become essential for shaping customer experience strategies and investment decisions.

The PaxInsight Forum brings together airlines from around the world to explore the latest developments in passenger satisfaction, airline brand perception, and customer experience benchmarking. Through a combination of industry insights, airline case studies, and interactive discussions, participants will gain practical knowledge on how passenger feedback can be transformed into meaningful action.

Whether you are already participating in PaxInsight or looking to better understand how customer insight can support your airline's objectives, the forum provides a unique opportunity to learn from industry peers, share experiences, and help shape the future direction of the program.

What’s waiting for you if you attend

• Latest PaxInsight updates
  Get an overview of the latest program developments, new capabilities, and upcoming enhancements.
• What passengers want in 2026
  Gain an early look at key findings from the 2026 IATA Global Passenger Survey and explore emerging passenger expectations and industry trends.
• Airline success stories
  Hear directly from participating airlines on how they use PaxInsight data to identify opportunities, improve customer satisfaction, and support decision-making.
• Real-world data applications
  Discover practical examples of how passenger feedback and benchmarking data can be used across customer experience, strategy, marketing, and product teams.
• Getting started with PaxInsight
  Learn best practices for onboarding, implementation, and driving internal adoption to maximize value from the program.
• Interactive discussions and future requirements
  Share your feedback, discuss your organization's needs, and contribute to the future development of PaxInsight.
• Peer networking
  Connect with customer experience, strategy, insights, and data professionals from airlines across the industry.

Don't miss this opportunity to connect with industry peers, gain valuable passenger insights, and help shape the future of airline customer experience.