Adapting airline food services to align with global evolution of traveler expectations

Abstract

Airline food services have come a long way from the humble beginnings of basic sandwiches and snacks. Today, they represent an integral part of the passenger experience during air travel. Airline food services have evolved in response to shifting passenger preferences, technological advancements, and global events, shaping the way we dine above the clouds. A comprehensive content analysis of 590 online reviews from January 2022 to February 2024 revealed six key themes in passengers' inflight dining experiences: food quality, crew attitude, overall experience, snack offerings, taste perceptions, and tray functionality. Notably, passengers prioritize food quality, emphasizing aspects such as taste, freshness, and variety. The pivotal roles of crew attitude and service interactions in shaping passenger satisfaction were underscored, highlighting the importance of attentive and hospitable cabin crew. Furthermore, the study revealed how emerging technologies present opportunities to enhance the quality, variety, and customization of inflight dining options. By understanding and addressing these factors, airlines can strategically enhance their inflight dining offerings, fostering greater satisfaction and loyalty among passengers.

Date of Award	8 May 2024
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Helena Rodrigues (Supervisor)