Airline Mystery Passenger Services

An airline mystery passenger is a trained traveller who books, boards and flies like any other passenger but with a very specific purpose. They pay attention to every part of the experience, from the way your team greets them at check-in to the quality of the meal served in-flight.

Our mystery flight passengers assess key areas such as:

• Online and airport check-in: How easy it is, how clear the instructions are, and whether the process runs smoothly.
• Cabin cleanliness and presentation: First impressions and upkeep throughout the flight.
• In-flight services: Including food, drinks, entertainment, and special requests.
• Crew service: Tone of voice, professionalism, attention to detail and willingness to help.
• Flight timing: Whether boarding, take-off and arrival are handled promptly and professionally.
• Overall experience: How the entire trip felt from a customer’s perspective, from booking to baggage claim.

Because mystery passengers stay anonymous throughout, their feedback is based on genuine interactions, not rehearsed routines or surface-level impressions.

Every airline mystery passenger programme we deliver is tailored to your business. Whether you’re focused on improving premium service, standardising the economy class experience, or reviewing how your crew handles complaints, we design the programme to reflect your specific goals.

Here’s how it works:

• Scenario development: We collaborate with your team to build flight scenarios that reflect your business priorities, from short domestic trips to long-haul journeys.
• Mystery flight passenger experience: Our mystery passengers go through the entire travel process, from booking to final disembarkation, documenting every touchpoint.
• Detailed reporting: After each flight, we deliver a report within 24 business hours, covering everything from crew behaviour and cabin cleanliness to in-flight service and punctuality.

Our reports are built for action — clear, practical, and focused on the information your team needs to improve.

Using mystery flight passengers allows airlines to stay across service quality and passenger expectations, whether flying economy, business or first class. Benefits include:

• Increase passenger satisfaction by addressing service gaps before they impact your reputation.
• Improve in-flight food, entertainment and comfort based on real customer feedback.
• Strengthen crew training with targeted, real-world examples.
• Maintain service consistency across routes, shifts and cabin classes.
• Benchmark your customer experience against other airlines through our Transport Mystery Shoppers.
• Regular reporting helps support service quality improvements and stronger retention.