The Routledge Companion to Air Transport Management

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Airline service quality and the consumer experience

Dawna L. Rhoades

Introduction

As many airlines prepare to convince economy and low cost carrier (LCC) passengers that fixed-back seats are a better comfort option for flyers concerned about protecting their knees from the reclining seat in front of them, passengers in the front seats of the traditional full service carrier can expect to be offered a growing array of perks, from streaming video and music, often on their own devices, to gourmet, healthy meals prepared by renowned chefs. In between, airlines are exploring new classes of service that will offer passengers amenity and space options for a price (Reals, 2015). This differentiation in service is nothing new for airlines (see ...