Resumen de The pay for in-flight food and drinks policy and its impact on travelers' experience
Information about customer satisfaction and service quality in the hospitality and tourism industry is hardly visible in the academic literature, mainly due to the proprietary nature of the data. Similar information in the airline industry literature is even less visible, even though policies change. One of the most recent policies in the airline industry is the pay for in-flight food and drinks. This article offers information about the policy, and empirically examines its impact on travelers' experience. A sample of 217 cases was used for the analysis. Randomly selected travelers were queried about their experience with paying for in-flight food and drinks and related issues, such as intention to pay, pay arrangement, and desired mode of payment. Generally, most travelers did not support the policy, and those who have had the experience found it cumbersome. On the other hand, overall quality on board, including food and service, was perceived rather positive. Subsequent recommendations for airline companies were offered
