A study on airlines’ responses and customer satisfaction during the COVID-19 pandemic

The Coronavirus (COVID-19) pandemic outbreak has significantly impacted the airline industry worldwide. However, limited studies have systematically investigated the airlines' responses and customer satisfaction in the aviation industry during the COVID-19 pandemic. The present study attempts to address this knowledge gap. The first aim of this study is to determine customers' satisfaction with the aviation industry during the COVID-19 pandemic. A questionnaire survey was conducted in China to investigate the Chinese passengers' satisfaction with 22 constructs in four stages: Pre-Flight, In-Flight, After-Arrival, and Others (Face mask requirement, HEPA filters, etc.). Second, this work explored the measures that will benefit the airlines by investigating the measures taken by 49 major airlines worldwide, especially considering the operational cost and passengers’ safety. It was found that cabin selection and passengers who travelled after the start of COVID-19 were the groups that affected passengers’ satisfaction levels on responses. The top 3 satisfied measures were “Provide hygiene products for passengers and staff”, “A thermal scanner to monitor body temperature during check-in”, and “Disinfect the cabin after each flight, even for a previous flight of the connecting flight”. In contrast, the bottom 3 measures were “Protective clothing is required to board the plane”, “Adopt a special boarding method such as boarding in the order from back to front”, and “No in-flight meals and drinks (only snacks and water)”. Airlines’ responses primarily focused on reducing the operation cost, ensuring the safety and interests of the passengers and improving the income and cash of the company.