In this chapter, the concept of passenger behaviour is explained using different decision theories while showing how the knowledge is applied in the industry. Passenger behaviour is synonymous for the study of how passengers think, feel, select and use products and services within air travel, i.e. their behaviour. Aviation decision making explains the passenger’s choice of air travel and predicts their future travel intentions. However, some of the theories presented also go on to explain why some passenger decisions are not utility maximising and rationally explainable. Therefore, it is essential for airlines and airports to understand these passenger behaviours and improve their products, services and marketing accordingly. After all, understanding and meeting passenger requirements ensure that companies in the aviation industry stay profitable in the long run.
contribution to education
Aviation Systems. Management of the Integrated Aviation Value Chain