Measuring Service Quality During and After In-Flight Incidents: A Case Study of Alaska Airlines Flight 1282

Kurzfassung

Air travel is widely regarded as one of the safest modes of transportation globally. Service quality plays a critical role during an in-flight emergency. The case of Alaska Airlines Flight 1282 highlights the unique challanges. This study focuses on assessing the service quality provided by Alaska Airlines during this specific emergency and addresses the areas for improvement in its crisis response.