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Title:
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COVID-19 AND AIRLINE REFUNDS: AN ANALYSIS OF FLIGHT PASSENGERS' REVIEWS IN NORTH AMERICA |
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Author(s):
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Oluwaseun Alexander Dada, Sunday Adewale Olaleye, Ismaila T. Sanusi and George Obaido |
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ISBN:
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978-989-8704-26-9 |
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Editors:
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Piet Kommers and Pedro Isaías |
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Year:
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2021 |
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Edition:
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Single |
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Keywords:
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Covid-19 Pandemic, Airline Refund, Flight Passengers, North America, Vouchers, Travel Credit |
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Type:
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Full |
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First Page:
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201 |
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Last Page:
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208 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Purpose - This paper analyses the experiences shared by airline passengers during the Covid-19 pandemic especially in
relation to refund.
Methodology - A quantitative research approach was adopted. SPSS version 26 was used to analyse the North American
airlines rating data through frequency tables, correlation and ANOVA.
Findings - The result reveals that 64% of the passengers affected were citizens of the United States of America and 23%
Canadians. According to our dataset, Frontier Airlines stood out as the most controversial airline in terms of refund during
the Covid-19 pandemic. 99% of the passengers affected by the refund process during the pandemic flew economy class.
Approximately 96% of the passengers rated the airlines as 'failed' - less than 5 out of 10. This is an indication that many
of the passengers are dissatisfied with the North American airlines' refund process during the Covid-19 pandemic. Only
approximately 6% of the passengers travelled for business purposes while the majority reported travelling for leisure.
Contribution of the study - The study contributes to the growing body of knowledge about the impact of the Covid-19
pandemic on various sectors of the world's economies. It is the first study to the best of our knowledge that examines how
flight passengers experienced the refund process of airlines during the Covid-19 crisis. By focusing only on North American
airlines, we were able to identify discover some relevant statistics with regards to the affected passengers e.g. citizenships,
traveler types, seat types. In addition, the study finds that there were overwhelmingly negative sentiments towards airlines
in North America - during the pandemic - by virtue of the manner in which the refund process was handled. |
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