An investigation into the impact of hospitality on the flight experience and how this influences the individuals' decision to fly with a particular airline on long haul flights using Emirates Airlines as a case study.

Abstract

The aim of this dissertation is to explore hospitality in the airline industry. The author is going to use Emirates Airline as a case study. Airline hospitality will be looked at starting from the 1920's and followed through until 2012. The main focus will be on long haul flights and in particular the 4380 aircraft. The author believes that there is not a lot of research specific to airline hospitality and it is an interesting topic especially to see how it has developed over the years. A total of 130 passengers from First, Business and Economy Class completed a questionnaire rating the hospitality service provided by Emirates Airline. The findings are detailed in this dissertation.