The process starts off with the information gathering before attending the flight. It is very important for the airline to advertise effectively in order to differentiate from the competitors so that the customer can decide which airline brand to chose. When advertising it is recommended to underline the features, services and com- petitive advantages of a brand, as nowadays, being the airline industry in its matur- ity, a lot of brands seem to be similar in the eyes of the customer. In recent years, more and more people are searching for information and prices over the internet, so it is crucial to have a well-designed website that allows potential cus- tomer to get a feeling of what experience the company is offering and not only to compare prices and routes.