I was wondering if anyone can direct me to some research or examples
of good Airline Website UX and secondly, good UX for the complete
My first choice would be Virgin America:
both the website and the whole airline check in - inflight experience.
also up there:
not an airline but related:
you could also start a thread at www.airliners.net
On Feb 11, 2009, at 11:20 PM, AJKock wrote:
> I was wondering if anyone can direct me to some research or examples
> of good Airline Website UX and secondly, good UX for the complete
> Airline Experience?
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The theme of last year's UPA World Usability Day (November 2008) was transportation and here in Belgium, I attended a lecture evening to mark the occasion.
One of the presentations discussed a case study for Brussels Airlines that preceded their recent web refresh. I would think that might go some way to matching your idea of "the complete Airline Experience".
Here's a bit of the abstract (their English, not mine ;-)):
"This is the story of a total user experience mission for Brussels Airlines. The mission consisted to live the experience users make with the product of our client. Than, we have made all the steps the user made in general (to take information, to compare, to book, to checkin, to take the plane, etc). During the mission, we were not only testers, but also observers and analysts."
It's a little bit salesy (the event was hosted by an agency who couldn't quite resist plugging themselves a bit) but if you're interested, see "Travel Experience: Brussels Airlines case study" at http://usabilityday.be/wud/
>I was wondering if anyone can direct me to some research or examples
>of good Airline Website UX and secondly, good UX for the complete
>Welcome to the Interaction Design Association (IxDA)!
>To post to this list ....... discuss at ixda.org
>Unsubscribe ................ http://www.ixda.org/unsubscribe
>List Guidelines ............ http://www.ixda.org/guidelines
>List Help .................. http://www.ixda.org/help
I think BA do a very good job of managing the booking process.
There's an aggregator worth looking at if you haven't seen it
already - Kayak.com. To my mind they have been providing the best
search experience for a long time, and it is of course much harder
for aggregators than for airlines because of the way they access the
Irrelevant but funny ... best travel site name for me is the Indian
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Posted from the new ixda.org
I love the JetBlue.com site.
On 2/12/09 2:20 AM, "AJKock" <ajkock at gmail.com> wrote:
Southwest Airlines has a pretty neat section for educating people on
their unique boarding process. It's called "Boarding School," and
the whole interface is designed around the concept of a school desk
and notebook paper.
Might be worth checking out:
I know some articles about airline web sites:
here <http://portal.acm.org/citation.cfm?id=506541> and
This last is an usability report very interesting.
t: 55 31 8836.6520
t: 55 31 3291.5811
I'm a fan of Air Canada's site (aircanada.com) for booking a flight:
- Fares for flights several days before and after your selected dates
appear on the results page in tabs
- Information for all flights on selected day (active tab) is neatly
laid out (including a link to get aircraft and seating details)
- You can select return and departure flights on one page
- You can select additional options (meals, baggage credit) or easily
skip this step
- The up-sell to a higher fare is nicely done. On the results page
you are shown the different options. On the checkout page they list
the incremental cost of upgrading with the additional benefit.
I was impressed by two works:
- The check-in screen at British Airways where you can choose your
- The SAS business class presentation by Fantasy Interactive.
Thank you everyone for your informative answers.
Eduardo, your last link doesn't seem to be working.
Just in regard to the booking process...
1) Sidestep.com (powered by the same engine as kayak.com) is a great
experience enabling robust and valuable filtering to the booking
2) American Airlines has a much improved display for booking options
than in the past. When entering your destination and dates, be sure
to ask for the Search Results By: PRICE AND SCHEDULE - ENHANCED.
They offer nifty matrix for checking out your options.
You can download this report: Ensuring Your Site Takes Off - a report
that evaluates 20 of the top UK travel agent and airline carrier
websites against 20 best practice usability guidelines from the Web
Just enter your email address, and they'll send you the PDF report.
Well worth the effort.