The airline industry is a service industry that provides the service of moving people from one state to another state or one country to another. Customers making use of this service's benefits have already spent a higher amount before actually taking part in the service itself. The basic element in providing essential service to customers is to fulfill their expectations of what they have in mind they will receive regarding their services. The two main services within the airline industry are on-time arrival and departures. However, these services can't always be provided with perfect accuracy since they're dependent on many things, from weather conditions to repairs on the planes in order to guarantee safety.

However, other useful services that the customer expects to be good make the flying experience even better. These typically include in-flight services and hospitality. Customers traveling a long way generally expect comfort for long journeys and at least decent food and beverages. Based on these in-flight services, they typically provide feedback or rating to an airline company. In-flight services shows the behavior of staff and quality of food provided inside the flight etc. If these services are good enough, an ideal response will be improved rating and feedback of the company, which shows how the aviation company is treating the customers.

So, apart from two good measures of measuring quality - on-time arrivals and departures - these are other measurable services that determine the quality of the flying experience.