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.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Doganis R (2010) Flying off course, 4th edn. Routledge, London
ECC-Net (2016) Air Passenger Rights Report 2015: do consumers get the compensation they are entitled to and at what costs? Co-funded by the European Union. https://ec.europa.eu/info/sites/info/files/eccnet_air_passenger_rights_report_2015.pdf
IATA (2017) 2036 forecast reveals air passengers will nearly double to 7.8 billion. https://www.iata.org/pressroom/pr/Pages/2017-10-24-01.aspx
Civil Aviation Authority (2014) Passenger experiences during flight disruption. Consumer research report, CAP 1258. https://publicapps.caa.co.uk/docs/33/CAP1258_Disruption_research.pdf
Oliver RI (1999) Whence consumer loyalty? J Mark 63:33–44
Kotler P, Keller KL (2006) Marketing management, 12th edn. Pearson/Prentice Hall, Upper Saddle River, NJ
Behn BR, Riley RA (1999) Using nonfinancial information to predict financial performance: the case of the U.S. airline industry. J Acc Audit Financ:29–55
Huang YK (2009) The effect of airline service quality on passengers’ behavioural intentions using SERVQUAL scores: a Taiwan case study. J East Asia Soc Transp Stud 7(8):1–14
Yunus SNM, Jamil B, Rashid WEW (2013) Service quality towards customer loyalty in Malaysia’s domestic low-cost airline services. Int J e-Educ e-Bus e-Manag e-Learn 3(4):333–336
Gambo M (2016) Service quality and customer satisfaction among domestic air passengers in Nigeria. Int J Bus Manag Stud 8(2):32–49. https://dergipark.gov.tr/ijbms/issue/26059/274509
Boetsch T, Bieger T, Wittmer A (2011) A customer-value framework for analyzing airline services. Transp J 50(03):251–270
Tiernan S, Rhoades DL, Waguespack B Jr (2008) Airline alliance service quality performance – an analysis of US and EU member airlines. J Air Transp Manag 14:99–102
Morrison SA, Winston C (1995) The evolution of the airline industry, 1st edn. Brookings Institution Press, Washington, DC. https://www.jstor.org/stable/10.5325/transportationj.50.3.0251
Hatzinikolaou-Angelidou P (2005) Air passenger transport. Sakkoula Publications, Athens [in Greek]
Official Journal of the European Union L 46 (2004) Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules and the compensation for assistance given to air passengers in the event of denied boarding and of cancellation or long delay of flights and repealing Regulation EEC, No. 295/91. https://eur-lex.europa.eu/resource.html?uri=cellar:439cd3a7-fd3c-4da7-8bf4-b0f60600c1d6.0004.02/DOC_1&format=PDF
Official Journal of the European Union L 140 (2002) Regulation (EC) No 889/2002 of the European Parliament and of the Council of 13 May 2002 amending Regulation (EC) No 2027/97 on air carrier liability in the event of accidents. https://eur-lex.europa.eu/legal-content/EN/TXT/PDF/?uri=CELEX:32002R0889&from=en
Voxaki V (2017) Investigation of passenger attitudes and behaviour towards flight interruption issues: empirical study of the implementation of Regulation (EC) 261/2004 (Passenger Rights) at Chios Airport. Master Thesis, University of the Aegean, Chios [in Greek]
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2019 Springer Nature Switzerland AG
About this paper
Cite this paper
Salamoura, M., Voxaki, V. (2019). Understanding Aviation Consumers’ Experience at the Time of Their Journeys: The Use of the Denied Boarding Regulations (DBRs) at Chios Airport. In: Kavoura, A., Kefallonitis, E., Giovanis, A. (eds) Strategic Innovative Marketing and Tourism. Springer Proceedings in Business and Economics. Springer, Cham. https://doi.org/10.1007/978-3-030-12453-3_24
Download citation
DOI: https://doi.org/10.1007/978-3-030-12453-3_24
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-12452-6
Online ISBN: 978-3-030-12453-3
eBook Packages: Business and ManagementBusiness and Management (R0)