International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

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Analyzing Passenger Experience: A Study On Airline Mishandling Incidents At Ninoy Aquino International Airport Terminal 3

Author(s) Luke Edward Seco, Patrick Jiann L. Ilagan, Ariane Fritz P. Mirador, Carl Dominic P. Pilapil, Kian Joshua E. Fresnido, Vince John D. Caballero, Ren Juliene M. Flores, Craig S.Ocampo, Rouch D. Tianes, John Karl Adrian L. Untiveros, Dr. Marianne Shalimar G. Del R
Country Philippines
Abstract This research delves deep into the complex dynamics of airline mishandling incidents at NAIA Terminal 3, aiming to reveal their intricate effects on passenger experiences. With a focus on understanding the connections between mishandling, flight disruptions, and broader implications for airline operations, the study intends to offer a comprehensive view. Using a precise approach, the researchers adjusted Slovin's formula to pinpoint an exact sample size of 300 respondents, ensuring a detailed exploration of passenger encounters despite time constraints. They achieved a 14% response rate, providing insights into the diverse landscape of travelers. Going beyond traditional surveys, the study incorporated qualitative aspects through interviews with informants, including airport and airline personnel. This dual-method strategy facilitated a nuanced analysis of mishandling incidents, capturing the subtle challenges faced by both passengers and industry professionals. The results emphasized the significant impact of mishandling on operational efficiency, highlighting the need for improved baggage handling and security measures. The study concludes with practical recommendations, advocating for clear communication, technological advancements, and ongoing staff training to enhance the overall airport experience. This research serves as a valuable guide for aviation stakeholders, offering a roadmap to address mishandling incidents and improve passenger satisfaction.
Keywords Air Travel, Mishandling, Flight Delays, Flight Cancellation, Service Quality.
Published In Volume 6, Issue 3, May-June 2024
Published On 2024-05-26
DOI https://doi.org/10.36948/ijfmr.2024.v06i03.20702
Short DOI https://doi.org/gtwmt4
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