Chintakayala PK, Chudasama D, Risely R, Sheldon R, Corbyn J, Knight J. Valuation of airport facilities and airline service quality. Presented at the European Transport Conference 2011; October 11, 2011. Glasglow, Scotland.

This work was undertaken for the CAA to explore consumer information requirements. However, it has some very interesting additional findings. These have been drawn out of the stated preference work which formed a fundamental component of the research programme. With the introduction of cheap/low cost air services, travel times between major cities have reduced significantly and more and more people are making air trips for both business and leisure. Additionally a number of airports have been upgraded or are in the process of being upgraded in an attempt to cater to the increased demand. Similarly, airlines are also working hard to maintain/improve their service quality in order to attract passengers. On the other hand, increased passenger demand can lead to delays at check-in queues and security queues at airports. And the expansion of airports is leading to increased walking distances between check-in/security points and boarding points. Though there are concerns amongst passengers about the facilities at airports and service quality, there seems to be little evidence of attempts made to measure passengers? perceptions about the airport facilities (such as shops in the lounges and the number and locations of check in and security gates) or about airline service qualities. This paper looks at these issues. The paper presents valuations of time spent at check-in queues, security queues and in walking to the departure gates alongside the value of shopping facilities at airports. It also presents the values of several airline services such as punctuality, baggage allowance, baggage handling represented as the number of bags lost, onboard catering, and cancellation policies. We are not aware of any values being reported on these parameters in the UK context.

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