Application of the deployment of the quality function in the check-in attendance of airport passengers

Abstract

Generally, when people travel by plane, they feel nervous and anxious, even before the aircraft takes off, this makes them tend to criticize the first service they receive at the airport or the airline of their choice, since they need to Attention, agility and feel safe to travel. Nowadays, airplane travel is present in several economic classes, so, even though the airlines have their target audience, they have adapted their employees to the market, that is, the front line service is directed to the customer, both for executive passengers, who travel frequently and know many safety procedures, as well as those Brazilian or foreign passengers who have never traveled by plane or have traveled, but need the attention and empathy of the airline employee to make their trip pleasant. This paper presents the application of the QFD (Quality Function Deployment) method in an airline, together with the POP (Standard Operational Procedure) tool, to identify and meet the needs of the passengers, the results obtained show that 60% of customers are satisfied with the attendance of employees, but in terms of infrastructure measures must be adopted to improve levels of passenger satisfaction