Independent • Discreet • Evidence-based
Straton Advisory conducts confidential passenger journey audits across airport, lounge, cabin, disruption handling (IRROPs), and arrival touchpoints—measuring service delivery as it is actually experienced by passengers.
Audits are conducted covertly using commercially purchased tickets to replicate a normal passenger journey.
Findings are delivered in a management-ready report with prioritized recommendations grounded in operational reality.
Economy through First is assessed with the same rigor to identify service consistency gaps and training opportunities.
IRROPs communication and recovery behavior are evaluated explicitly—often where passenger trust is won or lost.
Each engagement produces a confidential report designed for Customer Experience, Operations, and Executive audiences. Reports focus on systems and behaviors (not individuals) and include evidence-based observations, operational impact, and recommended actions.