ABSTRACT
Quality of service in the airline industry can be analysed from three different aspects. The first is that of the airlines themselves. By use the quality of ser vices as a competitive tool they intend to keep existing and attract new demand in their system. The second is aspect of the users who choose an airline according to the values of particular attributes of its services that satisfy their temporary or permanent needs. The last one is the aspect of public (society). On the one side, the public may indirectly be charged or benefit from prop erly distributed services among the airlines and their users. On the other, similar effects may be expected by redistributing the transport services between the airline industry and the industries operated by other transport modes.
