Analysis of Passenger Complaints with ARTIW Methods in the Dimension of Global Airline Alliances

Selçuk Kayhan; Lale Yolcusoy; Atike Kayhan; Ahmet Ünal

doi:10.5281/zenodo.16629133

Analysis of Passenger Complaints with ARTIW Methods in the Dimension of Global Airline Alliances

Abstract

Passenger complaints provide airlines with valuable information for assessing service quality and customer satisfaction. They enable airlines to understand customer expectations, identify deficiencies in their service processes and develop improvement strategies, thereby playing an important role in securing a long-term competitive advantage. This study examines complaints directed at airlines within global airline alliances (Star Alliance, Oneworld and SkyTeam) to highlight areas where passenger satisfaction could be improved. It utilizes monthly reports from the U.S. Department of Transportation's Office of Aviation Consumer Protection, spanning the years 2018–2023, which examine passenger complaints directed at foreign airlines operating flights to the United States. The report categorizes passenger complaints into the following 12 areas: flight problems, oversales, reservations - ticketing and boarding; fares, refunds, baggage, customer service, disability, advertising, discrimination, animals and other complaints. Among complaints directed at Star Alliance and Oneworld airline alliances, the study found that refunds, baggage and reservations, ticketing and boarding complaints ranked in the top three. Among complaints directed at SkyTeam airline alliances, the top three were refunds, baggage and flight problems.

Keywords

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Details

Primary Language

English

Subjects

Air Transportation and Freight Services

Journal Section

Research Article

Authors

Selçuk Kayhan ^*
Türkiye

Lale Yolcusoy
Türkiye

Atike Kayhan This is me
Türkiye

Ahmet Ünal
Türkiye

Publication Date

July 31, 2025

Submission Date

May 4, 2025

Acceptance Date

July 30, 2025

Published in Issue

Year 2025 Volume: 5 Number: 1

DOI

https://doi.org/10.5281/zenodo.16629133

IZ

https://izlik.org/JA59KX84FP

Cite

RIS / Bibtex

APA

Kayhan, S., Yolcusoy, L., Kayhan, A., & Ünal, A. (2025). Analysis of Passenger Complaints with ARTIW Methods in the Dimension of Global Airline Alliances. Research in Aviation Management (RAM), 5(1), 31-41. https://doi.org/10.5281/zenodo.16629133

AMA

1.Kayhan S, Yolcusoy L, Kayhan A, Ünal A. Analysis of Passenger Complaints with ARTIW Methods in the Dimension of Global Airline Alliances. Research in Aviation Management (RAM). 2025;5(1):31-41. doi:10.5281/zenodo.16629133

Chicago

Kayhan, Selçuk, Lale Yolcusoy, Atike Kayhan, and Ahmet Ünal. 2025. “Analysis of Passenger Complaints With ARTIW Methods in the Dimension of Global Airline Alliances”. Research in Aviation Management (RAM) 5 (1): 31-41. https://doi.org/10.5281/zenodo.16629133.

EndNote

Kayhan S, Yolcusoy L, Kayhan A, Ünal A (July 1, 2025) Analysis of Passenger Complaints with ARTIW Methods in the Dimension of Global Airline Alliances. Research in Aviation Management (RAM) 5 1 31–41.

IEEE

[1]S. Kayhan, L. Yolcusoy, A. Kayhan, and A. Ünal, “Analysis of Passenger Complaints with ARTIW Methods in the Dimension of Global Airline Alliances”, Research in Aviation Management (RAM), vol. 5, no. 1, pp. 31–41, July 2025, doi: 10.5281/zenodo.16629133.

ISNAD

Kayhan, Selçuk - Yolcusoy, Lale - Kayhan, Atike - Ünal, Ahmet. “Analysis of Passenger Complaints With ARTIW Methods in the Dimension of Global Airline Alliances”. Research in Aviation Management (RAM) 5/1 (July 1, 2025): 31-41. https://doi.org/10.5281/zenodo.16629133.

JAMA

1.Kayhan S, Yolcusoy L, Kayhan A, Ünal A. Analysis of Passenger Complaints with ARTIW Methods in the Dimension of Global Airline Alliances. Research in Aviation Management (RAM). 2025;5:31–41.

MLA

Kayhan, Selçuk, et al. “Analysis of Passenger Complaints With ARTIW Methods in the Dimension of Global Airline Alliances”. Research in Aviation Management (RAM), vol. 5, no. 1, July 2025, pp. 31-41, doi:10.5281/zenodo.16629133.

Vancouver

1.Selçuk Kayhan, Lale Yolcusoy, Atike Kayhan, Ahmet Ünal. Analysis of Passenger Complaints with ARTIW Methods in the Dimension of Global Airline Alliances. Research in Aviation Management (RAM). 2025 Jul. 1;5(1):31-4. doi:10.5281/zenodo.16629133