What do customers value in an airline when traveling by plane?
DOI:
https://doi.org/10.57883/thij20(1)2023.31338Keywords:
Low-cost airlines, Traditional airlines, Lisbon, Business models, Quality, Customer satisfactionAbstract
Customers today have a wide range of options when it comes to choosing an airline, whether traditional airlines or low-cost airlines. The aim of this research is to assess which factors passengers of these two business models value most. The research focused exclusively on Lisbon airport (Portugal), through the application of an online questionnaire survey to people over 18 years old who had travelled in the last year on traditional airlines and low-cost airlines, regardless of the destination and duration of the trip. The research concluded that price continues to be considered as the most important factor when choosing a low-cost airline, with service quality, comfort and safety being equally important reasons for valuing a traditional airline.
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