This study uses the Kano model and importance–satisfaction analysis (ISA) to assess airline service quality by identifying the prioritised service quality attributes (SQA) for business travellers. The study aims to produce suggestions for airline executives on how to allocate resources in the most effective way to enhance the quality of service and increase customer satisfaction. A conceptual framework divides business travellers into four Clusters based on the behavioural variables of flight length and cabin class. For each Cluster, business traveller expectations for fourteen SQAs were assessed through using the Kano model while integrating the ISA. The empirical phase employs a 38-item questionnaire that was shared on various frequent flyer and business travel forums. Additionally, this study utilises an adapted qualitative questionnaire where four airline managers expressed their perceptions on how they think business travellers perceive the fourteen SQAs. The analysis reveals four categories, namely ‘concentrate here’, ‘keep up the good work’, ‘low priority’, and ‘possible overkill’, exhibiting the importance and satisfaction of the fourteen SQAs. Findings show that resource allocation was adequate on only five attributes out of fourteen. The analysis of the airline manager responses shows differences in their assessment when compared to business travellers for two tangible attributes.

The world’s governments imposed a plethora of restrictions and quarantine rules to prevent the rapid spread of COVID-19. China was chosen for this study as it was the first market to be impacted. The overall aim of this paper was to analyse international air travel to and from China since the start of COVID-19 and to assess the impact of policy initiatives on seat capacity during this time. The key findings are that implementation of the so called Five one policy in March 2020 was associated with an almost immediate reduction in seat capacity on China to the rest of the world, partially suppressing the more typical impact of underlying GDP and air fares on capacity. It was further found that Chinese international gateways, as airports with substantial proportions of international and connecting traffic, remain the most distressed. Long haul international traffic and revenues from European and North American destinations all experienced unprecedented and sharp reductions. Traffic and revenues from other Asian markets was even more sporadic. Alarmingly, the study extracted that revenues from premium classes were deteriorating much faster than economy class, which is of imminent concern for long-haul carriers reliant on premium traffic coming into the pandemic.