Factors that Determine Airline Quality

A Professional Aviation Maintenance association member, Tilak Ramaprakash earned his bachelor and master of science in aviation management and aviation and aerospace management, respectively, from Purdue University. An accredited aviation auditor, Tilak S. Ramaprakash's interest in aviation permeates different facets, including airplane quality reviews and measurement parameters.

Punctuality forms one criterion for measuring airline quality. Unlike other modes of transport such as the road, where you can catch the next bus or taxi, flight delays are costly and significantly disrupt schedules, especially for connecting flights or essential engagements. Constant delays, especially departures, which passengers seem to remember more than delayed arrivals, deter future bookings.

Luggage handling is the second parameter when evaluating airline quality. Passengers never forget lost, mishandled, or tampered with luggage, especially for sentimental or costly items. The experience forms the first response when someone asks for a referral, and since nobody wants to lose luggage, they tend to keep away.

The third criterion is customer service, both from ground and flight crews. While different demographics and cultures harbor different expectations, basic best practices in customer service exist.

From the three parameters, Mr. Ramaprakash believes customer service deserves the highest weight as it determines how the other issues are addressed. For example, for inevitable delays, proactive communication on time and engaging the passengers on alternatives such as re-routes and connecting flights help alleviate the distress levels.

Though other factors that determine quality exist, the three play a significant role in judging airline quality. Other variables, such as the age of the fleet, compliance, and seat tilt, are more back-end elements not immediately visible or do not affect the passenger directly.