Airline Management and Customer Experience an Empirical Study from Indian Aviation Sector

Abstract

In a consumer-driven industry, airlines fight for customers. This study investigates Airline Management and customer experience to attract and retain consumers. Aviation client satisfaction and trip are also assessed. Airlines must stand out with inventive management in a crowded market. Digital management, loyalty programs, pricing, and branding are airline strategies. Understanding how airlines employ these tactics to stand out in a crowded business is crucial to customer acquisition. Any airline's success hinges on customer pleasure. This research explores how airlines affect bookingto- disembarking, focusing on customer service, in-flight experiences, and ground services. It examines how smartphone apps, self-service kiosks, and in-flight entertainment improve passenger experiences. Aviation customer experience assessment is difficult. On-time performance, cabin comfort, and service quality impact consumer happiness and loyalty, according to this study. It stresses data-driven decision-making and tailored service to customize user experiences. Airlines can enhance management and passenger experience using this study. In a competitive industry with fast technological change, airlines must understand management and customer experience. Airline management and customer experience are the focus of this study report. This study studies customer retention and the passenger journey to understand the airline industry's dynamic and customer-centric nature.