Analysis of The Effect of The COVID-19 Pandemic on Customer Satisfaction and The Airline Passenger Transportation Sector

Abstract

The COVID-19 pandemic has significantly impacted the airline industry, altering customer expectations and satisfaction. The restrictions imposed during the early stages of the pandemic, such as travel bans and flight cancellations, have reshaped the dynamics of air travel. As businesses adapt to the “New Normal”, understanding and addressing evolving customer needs have become critical for sustaining trust and satisfaction. This study examines the effects of the COVID-19 pandemic on customer satisfaction within the airline industry. A survey-based research methodology was employed to assess passenger experiences and perceptions. The findings provide insights into the key factors influencing customer satisfaction in the post-pandemic era and offer strategic recommendations for airline companies to enhance service quality and customer loyalty.

Keywords

• Aviation
• Airline industry
• Customer relations
• Customer satisfaction
• The new normal after COVID-19

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