The service consistency of premium cabins within airlines

Accounting for up to 50% of revenue, premium cabins represent just 20% of total seats for an airline, on average. The importance of the revenue generated by premium passengers means airlines must actively encourage loyalty and repeat business. Consistency is regarded as the key to customer satisfaction as it encompasses a feeling of trust, which is important to forge a relationship of confidence between suppliers and consumers. Increased competition forced airlines to differentiate their premium products, to the extent that business class cabins now satisfy the requirements of first class passengers. High-quality service management emerged as a means to better run an organisation as positive service experience influences the service value, passenger satisfaction and the airline image as a whole. The quality of a service is dependent on the consumer’s expectations and perceptions of the service. Expectations can be formed by positive previous experience, setting a new benchmark in service quality. The key to consistency is the ability to manage the expectations of passengers, which, paradoxically, is achieved by a flexible workforce with the ability to adapt and react.