Impact of Flight Delays and Cancellations on Passenger Satisfaction: A Case Study of IndiGo Crisis

Abstract

Flight delays and cancellations are common problems in the airline business that have a big effect on how happy passengers are. Changes to flight schedules can be annoying, cost money, and make people think less of the quality of airline service. This research investigates the effect of flight delays and cancellations on passenger satisfaction, utilizing a case study of IndiGo, India’s largest airline. The study concentrates on the operational disruptions resulting from regulatory modifications and operational limitations. The study looks at the reasons for delays and cancellations and how they affect customer satisfaction by looking at secondary data sources like aviation reports, research journals, and passenger feedback. The results show that good communication, good customer service, and good planning of operations are all important for keeping passengers’ trust during flight delays.