For many passengers, delivering a good service through
three stages (pre-flight, on-flight and post-flight services) is
an imperative condition to reflect good flight experience.
However, safety record is the factor which should be put in
first priority since it can exert a strong effect on the process
of customers‟ decision-making [32]. Since there have been
many air risks and casualties caused due to weather
conditions, flight crashes, terrorism and even pilots‟ own
mistakes been reported throughout the years, passengers
tend to highly evaluate the safety records of whichever
airlines they opt for because life security is the most
important thing.