A hospitalidade nas companhias aéreas brasileiras: atendimento ao passageiro do check-in ao desembarque

Abstract

In the context of the universe of hospitality in aviation, this research aims to address how passengers perceive hospitality as a whole in each process of the trip, and from that confirming or refuting the understanding if the reception of the boarding, the board until the disembarkation of the aircraft promotes the feeling of welcome, also considering the approach of the current scenario of airlines in relation to modern hospitality linked to technology. This study was based on the researcher's experience with work in this segment, therefore constituting an exploratory research, with a participant observation technique, using hospitality concepts, focusing on aspects such as reception, comfort, quality of services , accessibility, among others. As a source of bibliographic consultation, in addition to books and authors that discuss the topic, information and opinions from customers on the companies' websites were used. The result of this research allows us to conclude that there are differences in the perceived levels of hospitality by customers between airlines and that both invest in intangible processes (welfare, attention, cordiality, friendliness), investment in technology and also in a good recruitment of personnel and training, as a way of creating differentials in an extremely competitive market.