Reducing on-flight littering and boosting customer satisfaction

Case Study

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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