It is important to evaluate whether these factors are positively affecting the commercial air transport or not.
The expectations of air passengers have increased in terms of quality of air transport services. Since passengers groups can be segmented into various categories based on different variables therefore, their needs may vary. The immense variability among the needs of the passengers has always been a major concern for the airlines. The ultimate need of all passengers is their satisfaction. Apart from the service quality improvements made by all airlines, the airports have widely adopting the quality criteria. Since the airports are also operating in a more competitive environment therefore, airport management is improving to serve passengers in a better manner.
In the previous years, the customers used to buy tickets directly from the airlines and no contractual relationship used to exist between the customers and the airport. Today, the situation is very different because even without having any contractual relationship with the airports, the passengers expect to have excellent airport services. For fulfilling the needs of the passengers, the airport nowadays are giving great focus towards ground handling, security checks, airport access and border controls etc.
The European airports have developed “Airport Voluntary Commitment on Air Passenger Service.” It has been developed after the extensive consultation of airport management with Consumers, European Commission and European Government. According to the voluntary commitment, European airports accept the responsibility to provide defined quality of services to the travellers without any legal binding on a consistent basis. For example, according to Airport Voluntary Commitment, “Each airport will prominently publicise the services it offers for assisting passengers with reduced mobility (PRMs).” 2 The