Inflight service is an important aspect of airline operations, especially from the viewpoint of retaining satisfied customers and attracting new ones. A lot of quantitative research has been done to understand passenger needs and wants aboard an aircraft.
The total inflight experience includes several components ranging from inflight entertainment and food to cabin seats and the customer service from cabin staff. Increased competition and choice coupled with dwindling expectations of the level of inflight service, especially with catering has challenged airlines to bring back the glory days of high levels of personalized service.