Brazilian passengers' perceptions of air travel: Evidences from a survey

This paper investigates the difficulties and discomforts that Brazilian passengers experienced at airports and during their flights. A survey conducted between November 2009 and February 2010 at 36 large Brazilian airports elicited information about passenger and travel characterization, and air travel experiences at airports, and in aircraft cabins. The analysis shows that the main sources of difficulty, and consequently discomforts at the airport were delay and cancellations, loss of luggage, and overbooking. It also finds that major discomforts during air travel are related to seat and cabin space.

► At airports passenger concerns are over facilities and delay and cancellations of flights, loss of luggage, and overbooking. ► On aircraft, legroom and personal space are a particular passenger concern. ► Flight and crew services and cabin lighting, levels noise, temperature, and vibration are less of a concern. ► There are interactions between the various concerns that can magnify their importance.