Impact of Operational Stress and Flight Disruptions on Service Quality, Passenger Satisfaction, and Pricing: A Study at Coimbatore International Airport

Abstract

This study explores the relationship between stress management among airport ground staff and the impact of flight delays and cancellations on passenger satisfaction and pricing, with special reference to Coimbatore International Airport and IndiGo. Airport ground staff play a critical role in frontline service delivery, particularly during operational disruptions. Frequent delays and cancellations increase workload, emotional pressure, and passenger complaints, leading to elevated stress levels among employees. Simultaneously, passengers affected by disruptions often experience dissatisfaction due to waiting time, inadequate communication, and perceived unfair pricing adjustments. Using a descriptive research design, primary data were collected from both ground staff and passengers through structured questionnaires. The findings reveal a significant connection between operational stress, service quality, passenger satisfaction, and pricing perception. The study highlights the importance of effective stress management, transparent communication, and fair pricing strategies to enhance overall service performance and airline reputation.