A Tale 3 Airlines: Customer Service in Summer 2022

Embry-Riddle Scholarly Commons · Journal article (IJAAA) · oai:commons.erau.edu:ijaaa-1859 · Published 2024-01-01 · Embry-Riddle Aeronautical University · 2 authors

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Abstract

Does customer service - good or bad - really matter? Customer surveys from Ryanair, Southwest and Spirit Airline passengers were examined to determine their perceptions on customer service for May through September 2022. Ryanair (n=71) and Southwest (n=102) were rated significantly higher than Spirit Airlines (n=263) in overall rating (p

Authors

Griffith, John C Embry-Riddle Aeronautical University
Roberts, Donna Embry-Riddle Aeronautical University

Keywords

Ryanair
Southwest
Spirit
customer service
low-cost airlines
airline customer complaints
Business Administration, Management, and Operations
Tourism and Travel
Transportation and Mobility Management

Citation

Griffith, John C, Roberts, Donna (2024). A Tale 3 Airlines: Customer Service in Summer 2022. Embry-Riddle Aeronautical University. Embry-Riddle Scholarly Commons ID oai:commons.erau.edu:ijaaa-1859. https://commons.erau.edu/ijaaa/vol11/iss1/2 ↗