Evaluating Passengers’ Satisfaction with Aircraft Cabin Interior in EgyptAir

Abstract

Passengers are paying more attention to their comfort during flights. The passengers' choice of an airline depends on several factors including price, safety, loyalty programs, quality of service, inflight entertainment, and baggage handling. Another key factor influencing their choice of airline is their level of satisfaction and sense of comfort in the aircraft cabin, which is the main focus of the current study. Many factors of the entire cabin system, including the cabin environment, facilities, services, and psychological variables of passengers, all have an impact on their comfort. Airlines are increasingly focusing on comfort to differentiate themselves by developing the aircraft cabin interior to enhance passenger comfort and obtain a competitive advantage in highly competitive markets. The emergence of smart aircraft cabins provided smart solutions to all discomfort issues that negatively influenced passenger experience during flight. The smart plane of the future has the potential to smooth cabin operation and improve the customer experience in numerous ways such as smart overhead compartments, futuristic smart seats, smart dimmable windows, smart services, and Zero-Touch entertainment screens with 4k clarity. The current study aims to evaluate passenger satisfaction with the current aircraft cabin interior in EgyptAir and investigate factors that influence passenger discomfort in the aircraft cabin. Furthermore, to explore how passengers perceive the "smart cabin" in addressing their discomfort issues as well as its influence on enhancing their comfort during the flight. To meet the study goals, an online survey was distributed among Egyptian frequent travelers on EgyptAir. A total of 311 valid questionnaire forms were collected and analyzed. The results indicate that passengers are satisfied with the current aircraft cabin in EgyptAir; however, they reported some discomfort issues that influence their convenience during flights. Moreover, the majority of passengers showed their interest in using the "smart cabin" and its impact on enhancing their sense of comfort.