The role of airline passenger satisfaction in modern era of international tourism

In the context of the constant growth of tourist movements, the quality of the tourist product and the experience of travellers represent a category that clearly faces a great challenge. The question arises as to how to increase the volume of tourist movements and not lead to a decline in the quality of the tourist product as a huge. The development of mass tourism is to a significant extent conditioned by the development of air traffic as the main carrier of mass movements of tourists. Traveller experience and satisfaction are one of the key indicators of business success in tourism. Analyses that deal with the research of this travel experience can be used as a good basis for better planning and recognition of market potential. The growth of international tourist movements is in direct correlation with the growth of commercial aviation and the development of airport infrastructure. The passenger experience in commercial aviation can be observed through the analysis of satisfaction in three basic segments of the trip, i.e. before the flight, during the flight and post flight experience. This document deals with the analysis of the results of the survey on satisfaction and passenger experience, conducted by the International Air Transport Association (IATA) as part of the Global Passenger Survey (IATA Global Passengers Survey 2024). Based on this analysis of passenger satisfaction and experience, we will give certain recommendations and conclusions in which business segments the company’s operations should be improved.