Understanding Aviation Consumers’ Experience at the Time of Their Journeys: The Use of the Denied Boarding Regulations (DBRs) at Chios Airport

Abstract

In recent years, the volume of passengers and aircraft travelling through airports and airspace has increased dramatically, making aviation a key driver of economic trade, growth and jobs. Although air travel is a very important sector for consumers, it results in increased risk of problems such as flight delays and cancellations. The purpose of this study is to better understand consumers’ experiences of disruption to their journeys and to explore the implementation of the regulation associated with air passenger rights, according to the European Commission, in the case of 224 respondents flying from Chios Airport. The results indicated that, despite publicity campaigns and different travel apps by the European Commission, passengers are unaware of their rights and did not receive either much information about their legal rights, or the necessary compensation as foreseen by the Air Passenger Rights Regulation, when their flight was delayed or canceled. In addition, “refund of flight cost”, “rescheduling/rebooking (free)”, “financial compensation”, “information on legal rights” and “flight status information” are critical factors for delayed or cancelled flights, while “transfer to home or hotel”, “comfortable waiting area”, “overnight accommodation” and “food and drink” also play an important role in the case of flight delay or cancellation.