Jet Airways travelers found its flights to be on
time usually against Air Deccan travelers who rated its
flights to be almost never on time. JetAirways, Kingfisher,
and Air Deccan usually informed the customers about
delay in advance through SMS or telephone call. Indian
Airlines was rated average on this service quality
variable. All the four airlines were found to be above
average in announcing delay. Except for Air Deccan, the
other three airlines were rated as providing good ground
service. In the case of a delay Jet Airways and Kingfisher
usually provided the travelers with refreshments whereas
Air Deccan never provided such services. Except Air
Deccan, all the other airlines usually provided
accommodation in case of delay. The study conducted by
Gourdin and Kloppenborg (1991) identified on-board
comfort, being kept informed regarding delays and being
cared for when travel was disrupted as being important to
passengers