fleet. However, later on, Bowen and Headley simplified these factors and included four quality factors; they are on-time arrivals, involuntary denials of boarding, mishandled baggage, and customer complaints. A look at the first quality factor, that is, on-time arrival proves that at times, the decision is to be taken by the air traffic control, not by the airlines. So, there are usually four broad categories of reasons behind delays. They are extreme weather, security issues, the problem with air traffic, and errors from airlines. In fact, weather conditions and traffic volumes are beyond the control of airlines and passengers. Here, the safety factor that affects quality is security. The next point is mishandled bags. Evidently, mishandling of bags does not take place for safety through the procedure can be significantly slowed down by security measures. However, it is possible for the passengers to get irritated if they are not familiar with the norms of air safety. They may try to include restricted items and later on get aggrieved as their things are not allowed onboard. Admittedly, safety measures restrict the entry of many things on board, and some people might consider this as a fall in quality. Management in Airline Industry.
Doughtery JD. “Review of aviation safety measures which have application to aviation accident prevention”. Aviat Space Environ Med. (1975). 46 (1), 82-85.
Gardner, Everette S. “Dimensional Analysis of Airline Quality”. (Nov. 7, 2003) Web 23 July 2011 <http://www.bauer.uh.edu/gardner/docs/pdf/Dimensionalanalysis.pdf>
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