Conceptualising In-Flight Experience: An air Traveller Perspective

The aviation industry has evolved rapidly in recent years, and so have consumer expectations with regard to air travel. This study examines how travellers conceptualise in-flight experience. Using a mixed-methods approach, this is divided into two phases. First, semi-structured qualitative interviews were undertaken 32 members of the flying public analysed using thematic analysis. Second, based upon key themes identified first phase, questionnaire (with both quantitative questions) was developed administered 151 participants. phase different ways experience, most important elements being food drinks, flight attendants, entertainment, seat comfort, leg room. In second these are shown statistically significant effects experience (using t-test chi-squared goodness fit test), however, size their varied. A Friedman test post-hoc Wilcoxon signed-rank test) demonstrates that rank contribution each towards differently. findings allow airline managers prioritise aspects relative importance travellers.