ABSTRACT
Almost two decades ago, Professor Nawal Taneja said: ‘There are 13 different industries within air transport. All of them make money apart from airlines … Making money in this industry is not going to be that easy. We have to reduce our costs by between 20–30%’ (Attis News, 2002). While airlines managed to significantly reduce the unit costs and fares, the cost of passenger journeys and their dissatisfaction resulting from poor service have increased disproportionately. Long delays, flight cancellations uncertain arrivals, lost connections caused by airport and airspace congestion, and non-fare charges have become a norm. Despite lower costs, making money in this industry is going to be even more difficult.
