what is the downside of the following statement? The peak-end rule explains that passengers recall experiences based

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what is the downside of the following statement? The peak-end rule explains that passengers recall experiences based on the most intense moment, the peak, and how the experience concludes (Strijbosch et al., 2019). These moments within the journey greatly influence the passenger's overall perception of the experience. We can use this understanding to improve the customer experience by strategically focusing on these peak moments throughout the passenger's journey. Airlines can do this through several different methods. They can improve their in-flight offerings, expand their offerings, or make improvements to the customer experience. Similarly, improving the end of journey by improving baggage handling and time to carousel can also leave a lasting impression on passengers. By diversifying their offerings, airlines can provide passengers with multiple options, increasing the likelihood of them having a positive experience with the airline