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: