International Journal of Business and Economics Volume 16, No. 3 December, 2017

Airline Service Failed!

Miguela Mena

University of the Philippines

Abstract

A passenger was a frequent flyer of Airline A—but decided to try Airline B which offered a particularly cheap ticket. The passenger’s flight was delayed and diverted to another airport. Hence, the passenger’s plans for the day of the expected flight’s arrival were not accomplished. Based on previous flight experiences, the passenger expected an explanation from the pilot and the flight crew regarding the delay and the diversion but did not get any. Moreover, the passenger did not get any assistance from the airline staff during their temporary stay in the alternative airport. The passenger arrived home feeling tired and angry. The passenger decided never to take Airline B again.

Keywords：airline customer service, customer loyalty, customer expectation.

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