Vol. 11 No. 1 (2023): Business & Management Studies: An International Journal
Articles

Evaluation of online complaints regarding food and beverage treats served by airline companies

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  • Defne KEŞKEKCİ,
  • Kansu GENÇER
Defne KEŞKEKCİ
Kütahya Dumlupınar University Institute of Graduate Education, Kütahya Dumlupınar University, Kütahya, Turkiye
Kansu GENÇER
Dr., Kütahya Dumlupınar University Tavşanlı Faculty of Applied Sciences, Kütahya, Turkiye
DOI: https://doi.org/10.15295/bmij.v11i1.2224

Published 2023-03-25

Keywords

  • Hava Yolu İşletmeleri, İkram, Sunum, Şikâyet
  • Catering, Airlines, Service, Complaints

How to Cite

KEŞKEKCİ, D., & GENÇER, K. (2023). Evaluation of online complaints regarding food and beverage treats served by airline companies. Business & Management Studies: An International Journal, 11(1), 243–252. https://doi.org/10.15295/bmij.v11i1.2224

Copyright (c) 2023 Defne KEŞKEKCİ- Kansu GENÇER

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Abstract

This research evaluates online complaints about food and beverage airline companies offer. In this context, content analysis was used as a qualitative research method. Accordingly, the comments made by customers on the Tripadvisor website were analyzed and examined following the theme and sub-themes. Thus, it was determined on which subjects the complaints were concentrated more. When the findings obtained within the scope of the research were examined, it was observed that most complaints were created under the main theme of "complaints about food/beverage". On the other hand, passengers stated that "the content of the treats are not specified and "the service materials used for the presentation of the treats are obtained from unhealthy materials", "the cabin crews act in a hurry during the service delivery process", "the treats prepared for children are visually interesting.

This research is important in revealing the deficiencies in catering services by evaluating the comments of consumers benefiting from the airline transportation sector. Furthermore, it is known that the issue of in-flight catering has come to an important point for airline companies that want to carry out an effective competition process. Therefore, it is thought that the research will contribute to the airline companies in the sector to understand what the passenger demands are in this regard and to formulate the measures to be taken correctly in line with the demands.

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