Passenger Airline Companies Typically Measure Quality in Terms of On-Time

Essay

Passenger airline companies typically measure quality in terms of on-time departures and on-time arrivals. While these are two good measures of a portion of the flying experience, what other measures would be useful if the airline was to change their focus and look at the flights from the point of view of their customer, rather than from their organizational point of view? What are the expectations of the flying customer?