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The aviation industry plays a vital role in supporting economies and connecting people worldwide; it is a cornerstone of modern life. However, user experience of air travel is often marked by frustration, stress and confusion. Indeed, over the last decade, traveler satisfaction with air travel experiences has steadily declined. This paper describes fieldwork in the form of 63 interviews (using a range of user research methods) that aims to understand the needs of air travelers. Key insights
doi:10.1145/2212776.2223707
dblp:conf/chi/AworiCGEYON12
fatcat:ybplpmav5bhphnpaiigwkli4k4