The Frontline Gap: Insights for Aviation

Delighting your passengers is what keeps them choosing your airline again and again. But if your frontline workers aren’t engaged, inspired, and informed, you risk delivering poor experiences that degrade customer trust – and your brand’s reputation.

For our recent Frontline Gap Report, we surveyed over 7,500 frontline workers across industries, including over 1,200 in aviation, to understand the fracture between frontline and desk-based workers commonly known as the “Frontline Gap.”

Our research found that in aviation, frontline workers are feeling particularly unrecognised and underappreciated, which could lead to disruptions or even turnover as employees switch off, swap the frontline for office jobs, or leave your company for a competitor.

Here's a sneak peek at our findings:

• 56% of all frontline hospitality workers say their company cares more about office workers than them
• 24% feel they’re rarely or never recognized for their work
• 59% feel they have a bigger impact than their office colleagues, but aren’t recognized for it
• 49% say their company doesn’t care about them as a person
• Only 15% are certain their company culture applies to them

So what can you do to close the frontline gap in aviation? Download the full report to learn more.