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Reducing on-flight littering and boosting customer satisfaction

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Overview

Our client is one of the largest air carriers in Europe. In 2015, leadership decided to address flight delays by removing between-flight clean-up. This intervention succeeded as a cost- and time-saving measure, but also created a downward trend in guest satisfaction due to increased amounts of litter.

In order to manage cost pressures that are facing the industry as a whole, while still prioritizing the customer experience, the client wished to understand why customers litter, and to reduce this behavior. They were keen on leveraging behavioral insights to develop low-cost, high-impact solutions.

The Challenge

TDL was approached to identify behavioral drivers of littering, and to design interventions that could be implemented in their flight cabins.

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