Transport and Hospitality

Industries > Transporting

For this industry we include air, road and rail transportation. In Spain railways were a very advanced field in terms of quality of service, not only with regard to the transport, but in general for the Spanish productive economy.

Furthermore, some airline companies were pioneers in quality of service programs, still during a stage where flag carrier airlines exerted absolute control over the airline service offerings, and when apparently the client was not the main focus of their business models (but rather the operations, financial and economic costs, with remarkable weight for fuel).

Road transportation has lived until recently quite apart from the experience models, fundamentally for being a fragmented industry, with micro family businesses and scarce orientation towards the final customer. In consequence of the consolidation road transport has been undergoing, emerging business groups, in many cases multinational subsidiaries, are paying more attention to the passenger experience as a key factor of sustainability of their income statements.

However, much remains to be done:

  • Large airline companies face a substantial challenge from change management (from land personnel to TCPs and pilots), until the achievement of a proactive and authentic internalization of the new economic and competitive mandate that genuinely placing the client on the center of the airline poses.
  • Railway transportation is still located in an internal convulsion product of its transformation and adaptation, which leads to this experience element not being let alone a priority in the manager’s agenda.
  • Passenger transportation encounters difficulties while trying to establish and adapt theoretical ideas and appealing models posed in general terms by customer experience experts, this as a result of the peculiarities of the customer journey for this sort of transportation.


Clientship has developed projects with airline, railway and road companies, in some cases participating with certain leading initiatives that took place more than two decades ago.
Without question our perception is that the real challenge in this industry lies within a cultural transformation, which requires the employment of design methodologies and style consolidation where Clientship can contribute with countless success stories and the certainty of implementing contrasting models generating change management with no return that heads towards a culture deeply planted inside the paradigm of “customer centricity”.