From the moment an airline leadership team approves a pilot evaluation to the moment the report lands in their inbox — here is exactly how Volatrio works.
A Volatrio evaluation begins with a single confidential conversation between our team and a senior executive — typically a VP of Customer Experience, Chief Operating Officer, or Head of Cabin Operations.
We agree on the routes to evaluate, the cabin classes to include, and the specific friction hypotheses the leadership team wants to test. From that point forward, no other staff — cabin crew, gate agents, ground staff — is notified. The evaluation must reflect what passengers actually experience, not a prepared version of it.
Our evaluators book the flight exactly as a passenger would — through the airline's own website, app, or third-party channel. The evaluation starts here, because the promise an airline makes during booking sets the emotional baseline against which every subsequent touchpoint is measured.
We document the booking experience, the confirmation communications, the pre-departure notifications, and the online check-in process. These early touchpoints are often where the first micro-frustrations are seeded — and where airlines are most blind.
Our evaluators travel as ordinary passengers. They do not reveal their identity. They do not seek special treatment or provoke interactions. They experience exactly what your passengers experience — and document every moment of it in real time using our proprietary evaluation protocol.
Every human interaction, every environmental condition, every moment of friction or warmth across the ground journey, gate experience, boarding, cabin service, disruption handling, and disembarkation is captured and scored.
Within 48 hours of landing, our team begins scoring the evaluation against the full PTI framework across all 7 dimensions. Each dimension produces a sub-score. Together they produce the overall PTI Score and the airline's unique Friction Signature™ — the visual radar chart that shows where trust is being built and where it is being eroded.
We also produce a narrative analysis — the qualitative layer that numbers alone cannot carry. The moments that don't score badly but feel wrong. The staff interactions that technically followed procedure but left a passenger feeling invisible.
The Volatrio Intelligence Report is a board-ready executive document. It is designed to be read by a leadership team in 30 minutes and to generate a clear, prioritized action agenda. It does not bury its findings. It does not soften its language. It tells the airline exactly what its passengers experienced — and what that experience is costing them.
Delivery includes a private briefing with the commissioning leadership team, during which our findings are presented, questions are answered, and the 90-day roadmap is discussed.
Pilot evaluations are available now for international and Canadian carriers. The first conversation is always confidential and carries no obligation.