HTS Upgrades Report

In recent years, airlines have unlocked meaningful revenue growth through the expansion of premium offerings, ranging from the launch of brand new premium cabins to offering in-flight experience upgrades and upgrades within or across cabins. These products have proven to be not only high-margin, but also powerful drivers of customer satisfaction and loyalty. 

HTS recently commissioned a comprehensive survey of air travelers to deeply understand how customers today are engaging with upgrade offers, and to discover where there is opportunity to drive even higher revenue and customer satisfaction in the upgrade space. In this report, HTS takes a closer look at two high-value segments of flight upgraders who emerged from this research and examines how these travelers deliver outsized value to airlines. This report will also dig into the hidden upgrades revenue leak, with recommendations for how to stop the leak and grow revenue more efficiently.