Selected Pre-Flight Expectations in the Air Transportation Industry-A Comparison Between South Africa and Malaysia

Most studies investigating passenger’s expectations of the airline transportation industry focuses on service quality and satisfaction relating to only the airline industry. This paper deals with an overview of travellers’ expectations of personal activities as part of their airline transportation experience. These aspects refer to expectations of South African and Malaysian travellers when at an airport that deals with aspects like a need for resting and entertainment when waiting for a flight. The two most important variables in Non flight related paid services category are the availability of ticket offices and banking facilities while in the Auxiliary airport services category, safety and security in the building and audio announcements were regarded as the two most important variables.