Galileo report on customer experience

The interview with Prof. Sarstedt dealt with topics such as brand positioning, cabin design and service experience.

Some aspects of cabin design show how targeted design decisions influence the passenger experience. The perception of space plays a central role here: first class suites with lockable doors convey a feeling of control and separation, which is a key psychological factor for exclusivity and security. The choice of colors and materials also contribute significantly to a sense of well-being. Warm colors such as gold, beige or brown create an atmosphere of security, calm and elegance. They are complemented by high-quality materials such as leather, wood-effect or metallic structures, which activate both visual and tactile stimuli and are associated with quality.

Lighting design is another key element: dimmed lighting in First or Business Class has a calming effect and is reminiscent of the ambience of a luxury hotel. Acoustic design is also taken into account - sound insulation, carpets and soft surfaces help to reduce noise and thus promote psychological well-being in an enclosed space such as the aircraft cabin. Finally, the olfactory design also contributes to holistic perception: Emirates, for example, relies on a subtle, recognizable scent to create emotional brand loyalty - comparable to the approach taken by many hotels This pleasant fragrance can even have a positive effect on the subjective perception of time and make the journey seem shorter.

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