In today’s competitive market scenario, organizations increasingly understand the importance of building and effectively managing the relationship with its passengers. For building and maintaining a healthy relationship with the passenger, organizations need to understand and meet the expectations of its passenger. The organizations today should aim not only at delivery of the service to the passengers, but should also focus on satisfying the passengers with the service. Thus it has become imperative for organizations to identify factors that cause passenger satisfaction or dissatisfaction and consciously measure them so as to try and bring about the necessary changes on the basis of passenger perceptions. The 21st century is considered as the service industry century. Service industry is growing at a rapid pace across developed and developing countries. There are many definitions of what constitutes service. During the last two decades, the commercial aviation industry in India has seen more growth due to the increase in number of people traveling by air and thus has given rise to the need of more aircraft maintenance. The corporate or business flying has also seen phenomenal growth, as the business houses have grown and first generation entrepreneurs have created wealth with the growth in economy. An airline is a company that provides air transport services for traveling passengers and freight. Airlines lease or own their aircraft with which to supply these services and may form partnerships or alliances with other airlines for mutual benefit. Generally, airline companies are recognized with an air operating certificate or license issued by a governmental aviation body. Airlines vary from those with a single aircraft carrying mail or cargo, through full-service international airlines operating hundreds of aircraft. Airline services can be categorized as being intercontinental, intercontinental, domestic, regional, or international, and may be operated as scheduled services or charters. Airlines vary from those with a single airplane carrying mail or cargo, through full-service international airlines operating many hundreds of airplanes. Airline services can be categorized as being intercontinental, intercontinental, regional or domestic and may be operated as scheduled services or charters. Though India became popular as a destination for holidays, Indians started to travel outside the country more often; the primary source and destination countries continued to remain the same. This is attributed to the fact that these countries are mainly where many Indians’ relatives live, or are relatively more affordable for consumers to travel comfortably. All the leading companies, whether in air transportation, lodging or travel retail, introduced their own mobile applications for both Android and iOS, the two most popular operating systems in the country. The apps became very popular as they allowed consumers to make bookings on the go, even when internet connectivity was weak. Leading Travel agencies have become quite popular among the young urban consumer base who are more willing to try new concepts and are looking for cheaper accommodation options, so that they are able to travel on a budget. Smartphone penetration has registered strong growth since 2009 in India. This is expected to continue over the forecast period. The penetration of internet-enabled smartphones is higher than any other mobile device in India. This combined with the convenience that mobile travel booking offers and the number of discounts available, will drive the growth of travel sales over the forecast period 2015-2019. India’s civil aviation industry is on a high-growth trajectory. India aims to become the third-largest aviation market by 2020 and the largest by 2030. The Civil Aviation industry has ushered in a new era of expansion, driven by factors such as low-cost carriers (LCCs), modern airports, Foreign Direct Investment (FDI) in domestic airlines, advanced information technology (IT) interventions and growing emphasis on regional connectivity. India is the ninth-largest civil aviation market in the world. “The world is focused on Indian aviation – from manufacturers, tourism boards, airlines and global businesses to individual travelers, shippers and businessmen. The first commercial flight in India took-off in , 1911, when a French pilot Monseigneur Piguet flew airmails from Allahabad to Naini, covering a distance of about 10 km in as many minutes. Tata Services became Tata Airlines and then Air-India and spread its wings as Air-India International. The domestic aviation scene, however, was chaotic. When the American Tenth Air Force in India disposed of its planes at throwaway prices, 11 domestic airlines sprang up, scrambling for traffic that could sustain only two or three. In 1953, the government nationalized the airlines, merged them, and created Indian Airlines. For the next 25 years JRD Tata remained the chairman of Air-India and a director on the board of Indian Airlines. After JRD left, voracious unions mushroomed, spawned on the pork barrel jobs created by politicians. In 1999, A-I had 700 employees per plane; today it has 474 whereas other airlines have 350. The aviation sector is one of the major economic drivers for prosperity, development and employment in any country, we know it. The rapidly expanding aviation sector in India handles near about 2.5 billion passengers across the world in a year and moves 44 million tons (MT) of cargo through 920 airlines, using 4,200 airports and deploying 27,000 aircraft’s in the world. Today, 87 foreign airlines fly to India and from India five Indian carriers fly to foreign countries and from 40 countries. Conclusion is The online medium – the Internet, represented by online travel agencies and Websites in the airline business, is today a powerful revenue generator for airlines. As indicated by market research data, almost 75 percent of air tickets today are bought online. e-Commerce and automation of business processes such as web check-in have largely enhanced the convenience of air travel. Added to that is the increasing popularity of the smart phone, which is expected to play an active role in customer relationship management and revenue generation in the time to come.
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