Cabin research is mostly based on passenger reports. However, it is also important to consider the perceptions of flight attendants as onboard service providers, since they can convey a complementary view shedding light on important aspects related to passenger experience.

    OBJECTIVE:

    This study seeks to analyze flight-attendants’ perception regarding passengers’ inflight activities and experience.

    METHODS:

    Twenty-eight flight attendants were interviewed on more than twenty-three inflight activities that were extracted from a brainstorming session. A survey was designed based on these activities and was distributed to flight attendants.

    RESULTS:

    Overall, flight attendants perceived the activities ‘resting/relaxing’, ‘sleeping’ and ‘using the restroom’ for comfort as the most important activities to passengers, while activities ‘talking to neighbors’ and ‘thinking and observing’ were the least important ones. Interesting was the fact that flight attendants scored satisfaction of some activities higher then passengers.

    CONCLUSIONS:

    Flight attendants had a similar idea on importance of activities of passengers, but they valued some activities as more satisfactory.


    Access

    Check access

    Check availability in my library

    Order at Subito €


    Export, share and cite



    Title :

    Perceived onboard passengers’ experience: Flight attendants’ point of view


    Additional title:

    Perceived onboard passengers’ experience



    Published in:

    Work ; 68 , s1 ; S239-S243


    Publication date :

    2020-12-12




    Type of media :

    Article (Journal)


    Type of material :

    Electronic Resource


    Language :

    English