EXECUTIVE SUMMARY

The aviation industry is a crucial sector that supports global connectivity, trade, and economic
growth. Despite its rapid expansion, the industry faces significant operational challenges such
as flight delays, infrastructure constraints, airline profitability concerns, and regulatory
compliance issues. This study aims to explore these challenges, particularly in the context of
rising passenger demand, economic disruptions, and evolving regulatory landscapes. Through
an in-depth analysis of real-world incidents—such as flight diversions due to foreign object
contamination, emergency landings caused by foodborne illness, and severe delays due to
inadequate airport infrastructure—this research provides insights into how airlines and airports
can enhance their operational resilience. By identifying critical problem areas, the study offers
strategic recommendations to mitigate financial risks, improve efficiency, and ensure passenger
safety. The findings of this research serve as a valuable resource for airline executives,
regulatory bodies, and policymakers. They provide data-driven recommendations that can help
optimize operational frameworks, reduce disruptions, and maintain customer trust in airline
services. The study also underscores the importance of regulatory oversight, infrastructure
investments, and technological advancements in addressing these pressing challenges.

Key Words: Aviation Industry, Flight Delays, Infrastructure Constraints, Airline Profitability,
Regulatory Compliance, Passenger Experience, Operational Resilience, Safety and Risk
Management, Food Safety.

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 CHAPTER 1 : INTRODUCTION

1.1 Background

1.1.1 Aviation Industry

India's aviation industry promises huge growth potential due to the large and growing
middle-class population, favorable demographics, rapid economic growth, higher disposable
incomes, rising aspirations of the middle class, and overall low penetration levels (less than
3%). While the domestic airlines have not been able to attract foreign investors (up to 49% FDI
is allowed, though foreign airlines are currently not allowed any stake), foreign airlines may
be interested in taking strategic stakes due to their deeper business understanding, longer
investment horizons and overall longer-term commitment towards the global aviation
industry(Rajesh U. Kanthe, 2012). Healthy passenger traffic growth due to favorable
demographics, rising disposable incomes, and low air travel penetration could attract long-term
strategic investments. There are challenges: i) aviation money matters is currently not favorable
to India resulting in weak financial performance of airlines and ii) Internationally, too airlines
are going through a period of stress which could discourage their investment plans in newer
markets. Besides, foreign carriers already enjoy a significant market share of profitable
international routes and have wide access to the Indian market through code-sharing
arrangements with domestic players. Given these considerations, we believe, foreign airlines
are likely to be more cautious in their investment decisions and strategies are likely to be long-
drawn rather than focused on short-term valuations.

On the proposal to allow the import of ATF, we feel that the duty differential between sales tax
(averaging around 22-26% for domestic fuel uplifts) being currently paid by airlines on
domestic routes and import duty (8.5%-10.0%) is an attractive proposition for airlines.
(Rajesh U. Kanthe, 2012)

However, the challenges in importing, storing, and transporting jet fuel will be a considerable
roadblock for airlines due to OMCs monopoly on infrastructure at most Indian airports. From
the working capital standpoint too, airlines will need to deploy significant amounts of resources
in sourcing fuel which may not be easy given the stretched balance sheets and tight liquidity
profile of most airlines (Rajesh U. Kanthe, 2012)

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1.1.2 Aviation Industry Current Status

Global connection, economic growth, and trade all depend on the aviation sector, which
also is rather important. Thanks to developments in aircraft technology, rising globalization,
and the spread of low-cost carriers (Wensveen, 2022), it has expanded dramatically during the
past few years). Driven by a rising middle class, more disposable income, and a need for faster
transit, the demand for air travel is still rising (Doganis, 2019).

The aviation sector has several difficulties including changing fuel prices, strict
environmental laws, and operational inefficiencies (Gössling & Humpe, 2020). Furthermore
significantly hampered by the COVID-19 epidemic was air transport, which resulted in large
financial losses for airports and airlines all around (IATA, 2021). With rising passenger
confidence, developments in sustainable aviation fuel (SAF), and aircraft efficiency (Boeing,
2023), the sector has however shown indications of resurgence.

1.1.3Aviation Industry Current Status in India

India's domestic aviation sector has experienced significant growth, achieving a record
of nearly 500,000 passengers in a single day (Gupta, 2024). Government initiatives such as the
UDAN scheme have improved regional connectivity. The sector is encountering significant
operational difficulties as Vistara prepares to terminate its operations and merge with Air India
(Mehta, 2024), while Go First has indefinitely suspended all flights due to financial limitations
(Rao, 2024).

Airport congestion continues to be a significant problem. A technical malfunction at Bengaluru

Airport resulted in passenger disorder, underscoring the precarious infrastructure underpinning
India's aviation expansion (Sinha, 2024).

The first commercial flight in India took-off in , 1911, when a French pilot Monseigneur Piguet
flew airmails from Allahabad to Naini, covering a distance of about 10 km in as many minutes.
Tata Services became Tata Airlines and then Air-India and spread its wings as AirIndia
International. The domestic aviation scene, however, was chaotic. (Rajesh U. Kanthe,
2012) When the American Tenth Air Force in India disposed of its planes at throwaway prices,
11 domestic airlines sprang up, scrambling for traffic that could sustain only two or three. In
1953, the government nationalized the airlines, merged them, and created Indian Airlines.

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(Rajesh U. Kanthe, 2012)For the next 25 years JRD Tata remained the chairman of Air-India
and a director on the board of Indian Airlines. After JRD left, voracious unions mushroomed,
spawned on the pork barrel jobs created by politicians. In 1999, A-I had 700 employees per
plane; today it has 474 whereas other airlines have 350. (Rajesh U. Kanthe, 2012)The Indian
Aviation Industry has been going through a chaotic phase over the past several years facing
multiple headwinds – high oil prices and limited pricing power contributed by industry wide
over capacity and periods of subdued demand growth. Over the near term the challenges facing
the airline operators are related to high debt burden and liquidity constraints - most operators
need significant equity infusion to effect a meaningful improvement in balance sheet. Improved
financial profile would also allow these players to focus on steps to improve long term viability
and brand building through differentiated customer service. Over the long term the operators
need to focus on improving cost structure, through rationalization at all levels including mix of
fleet and routes, aimed at cost efficiency (Rajesh U. Kanthe, 2012). At the industry level, long
term viability also requires return of pricing power through better alignment of capacity to the
underlying demand growth Historically, the Indian aviation sector has been a foot-dragger
relative to its growth potential due to unnecessary, government ownership and regulations of
airlines and resulting high cost of air travel. However, this has changed rapidly over the last
decade with the sector showing explosive growth supported by structural reforms, airport
modernizations, entry of private airlines, adoption of low fare - no frills models and
improvement in service standards. Like elsewhere in the world, air travel is been transformed
into a mode of mass transportation and is gradually shedding its elitist image. (Rajesh U.
Kanthe, 2012)

1.1.4Challenges in the Aviation Industry in India

The growths in the aviation sector and capacity expansion by carriers have posed
challenges to aviation industry on several fronts. Fuel prices: As fuel prices have climbed, the
inverse Relationship between fuel prices and airline stock prices has been demonstrated.
Moreover, the rising fuel prices have led to increase in the air fares Employee shortage: There
is clearly a shortage of trained and skilled manpower in the aviation sector as a consequence
of which there is cut-throat competition for employees which, in turn, is driving wages to
unsustainable levels. Moreover, the industry is unable to retain talented employees Local
connectivity: One of the biggest challenges facing the aviation sector in India is to be able to

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provide regional connectivity. What is hampering the growth of regional connectivity is the
lack of airports Infrastructure: Airport and air traffic control (ATC) infrastructure is inadequate
to support growth(Rajesh U. Kanthe, 2012). While a start has been made to upgrade the
infrastructure, the results will be visible only after 2 - 3 years Reserves routes: The entry of
new players would ensure that air fares are brought to realistic levels, as it will lead to better
cost and revenue management, increased productivity and better services. This in turn would
stimulate demand and lead to growth. High participation expenditure: Apart from the above
mentioned factors, the input costs are also high. Some of the reasons for high input costs are:-
Withholding tax on interest repayments on foreign currency loans for aircraft acquisition.
Increasing manpower costs due to shortage of technical personnel (Rajesh U.
Kanthe, 2012)

Recommendations

Low-cost carriers Use just a few types of aircraft, a strategy that cuts training and
maintenance expenses.. Another way to simplify operations is modifying the hub-and-spoke
model, which uses designated headquarter airports for transfers. Traditionally, the big airlines
have sent many of their flights through hub airports at peak business-travel hours(Rajesh U.
Kanthe, 2012). That way, since carriers typically charge heaps more for business fares, they
can get more revenues per flight. But many experts argue that it's time to give up on that model
- especially as low-cost carriers increase service along heavily travelled routes(Rajesh U.
Kanthe, 2012). More clear pricing The inheritance carriers have long had an unusual, almost
incomprehensible pricing system. However, these days, with the Internet allowing travelers to
shop for the cheapest tickets easily, and low-cost airlines offering uncomplicated set prices,
traditional carriers have to follow suit or risk losing more and more passengers(Rajesh U.
Kanthe, 2012). Most of the industry's improvement efforts have focused on whittling down
costs. However, boosting revenues also needs to be a priority. After all, people are willing to
pay more if they believe they're getting more value. Legacy carriers still offer certain
advantages, especially to the business traveller including airport lounges and more comfortable
seating(Rajesh U. Kanthe, 2012). This would sound like a new model for quality pricing
(Rajesh U. Kanthe, 2012)

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1.1.5 From Bailouts to Government Partnerships

Although the Indian airline industry was largely deregulated in 1990, plenty of
lingering rules and regulations have made it nearly impossible for carriers to be efficient. Many
believe that restrictions on foreign ownership and labour laws have kept the indu stry from
innovating. So instead of lobbying for protective measures like bailouts, airlines need to work
with government to tackle longer-term projects like building more runways, running airports
more efficiently, and reining in labour costs. (Rajesh U. Kanthe, 2012)

1.2 Research Gap

The aviation sector is integral to global transportation; nevertheless, it encounters

substantial operational issues that remain inadequately examined in current research. Although
research has investigated specific elements of airline operations, including flight delays, food
safety, and aircraft maintenance (Singh, 2022), there is an absence of holistic studies that
amalgamate these factors to assess their collective influence on passenger experience and
airline efficiency. Recent reports on aviation disasters underscore significant operational
inefficiencies, including food safety violations (Sharma, 2023), delays stemming from aircraft
shortages (Patel, 2024), and infrastructure failures including airport floods (Verma, 2023).
Notwithstanding these reports, current research fails to sufficiently examine the
interconnections among these concerns and their impact on airline performance, customer
happiness, and financial stability.

although most studies emphasize financial and technological progress in aviation, the human
and structural elements leading to operational inefficiencies are inadequately examined
(Kumar, 2022). evidence about the responses of airlines and airports to these crises, as well as
the efficacy of current mitigation efforts, is scarce. Addressing these research gaps is crucial
for developing a comprehensive understanding of the operational difficulties confronting the
aviation sector and for proposing sustainable solutions.

1.3 Need for the Study

Rising passenger demand, legislative modifications, and global disruptions such as

pandemics and geopolitical crises have exacerbated operational challenges within the aviation

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sector (Ghosh, 2023). Recent events highlight the necessity for prompt resolution of these
issues: aircraft diversions due to foreign object contamination (Reddy, 2023), emergency
landings caused by foodborne illness (Mehta, 2024), and substantial delays stemming from
inadequate infrastructure (Banerjee, 2023). Operational challenges in the aviation industry
have intensified due to heightened passenger demand, regulatory changes, and global
disruptions, including pandemics and geopolitical conflicts (Ghosh, 2023). Recent incidents,
such as flight diversions due to foreign object contamination (Reddy, 2023), emergency
landings resulting from food poisoning (Mehta, 2024), and significant delays due to insufficient
infrastructure (Banerjee, 2023), underscore the necessity for prompt attention to these matters.
These disruptions not only bother travelers but also result in substantial financial losses for
airlines and harm their reputations. A structured study is required to evaluate the fundamental
causes of operational issues in aviation safety and efficiency, as well as their effects on airline
profitability and passenger experience (Mukherjee, 2022). This study offers valuable insights
into how airlines and airports may improve resilience against unexpected interruptions. By
pinpointing critical problem areas, the research can inform policy recommendations that
enhance operational efficiency, mitigate financial risks, and guarantee passenger safety.

1.4 Scope of the Study

This study will look at various challenges faced by airlines and airports, such as flight
delays, poor infrastructure, in-flight service issues, and following regulations (Sharma, 2024).
The study will look at examples from well-known foreign and local airlines, focusing on
common issues and reasons for their operational problems.

The research will examine the function of aviation authorities and regulatory agencies in
alleviating operational issues. Particular focus will be directed into the efficacy of rules
concerning airline maintenance, food safety, and passenger management (Nair, 2023). The
study will also examine how various airlines tackle these difficulties, offering a comparative
analysis of optimal approaches in operational management.

The research seeks to provide a comprehensive perspective on airline operations, benefiting

airline executives, regulatory bodies, and policymakers. It will also offer suggestions for
improving operational efficiency and reducing the dangers linked to frequent delays in aviation.

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1.5 Significance of the Study

The aviation industry plays a crucial part in facilitating global travel, significantly
contributing to economic growth and the tourism sector. Ensuring that operations work
seamlessly is crucial for fostering public trust, keeping the profitability of airlines, and
supporting the sustainability of the business (Desai, 2023). This research aims to uncover the
fundamental elements that add to operational challenges faced by airports and airlines. This
study tries to provide valuable insights for those involved in aviation by analyzing actual
incidents, such as in-flight contamination, equipment failures, and regulatory shortcomings
(Kapoor, 2023).. This study greatly influences policy development, as it aids regulatory
authorities in creating more effective monitoring systems meant to prevent operational errors.

This study aims to enrich academic literature by providing a thorough understanding of the
operational challenges in aviation, while integrating insights from business management,
logistics, and regulatory frameworks. This project aims to assist aviation professionals by
offering guidance grounded in factual information, which is intended to enhance service
quality, ensure financial stability, and uphold safety compliance.

1.6 Research Objectives

Objectives To identify and analyze the key operational and management problems faced
by airlines and airports in recent years. - This objective focuses on understanding the
common challenges that airlines and airports have faced, such as flight delays, staffing
shortages, infrastructure limitations, and evolving regulatory pressures. It aims to examine how
these issues affect overall efficiency, customer satisfaction, and financial stability.

To explore potential solutions and strategies that airlines and airports are implementing
or could implement to address these problems. - This objective seeks to investigate how
airlines and airports are tackling these challenges through innovations, policy changes,
technology upgrades, or process improvements. It also aims to explore future strategies that
could enhance operational performance and resilience

To analyze customer sentiments expressed on social media platforms regarding

operational challenges faced by airlines and airports: This objective helps by monitoring
travelers' social media posts about airline delays, cancellations, and other concerns, we can
comprehend their feelings and uncover prevalent issues. This knowledge helps airlines and
airports better serve passengers.

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 CHAPTER 2 : REVIEW OF LITERATURE

2.1 Issues in Aviation Industry

Later confirmation of these results came from Air India staff members (Gupta, 2024).
The food that was given to a passenger throughout their journey turned out to be a metallic
item looking like a sword. IndiGo Airlines has also been under fire after cockroaches were
found in its food storage room, therefore highlighting the company's poor cleanliness policies
(Rao, 2024).

Passengers on an Akasa Air flight from Goa to Delhi who was delayed for more than eight
hours reported problems akin to those in the previous sentence (Iyer, 2024).Airlines have
frequently failed in their operations within the Indian aviation sector. Considering the severe
financial problems Jet Airways was facing, Patel said the Supreme Court mandated the firm to
be liquidated. Reflecting the consolidation in the industry, Vistara Airlines is on the brink of
merging with Air India due to the fragile financial situation (Singh, 2024). Regarding the safety
of their transportation, Indian airlines still have a great and continuous challenge. Ramesh (
2024) claimed that IndiGo Airlines had flown a flight with non-padded seats, which sparked
concerns regarding the passenger's safety. Smoke emissions discovered prior to a flight from
Chennai to Dubai aroused concerns about the maintenance and safety measures implemented
(Krishnan, 2024).

Many Indian airports suffer from issues including congestion and insufficient infrastructure.

Moreover, Das (2024) said that exceptionally heavy rain caused flooding on the Kolkata

Airport runway, which hampered flight operations. Similar system problems resulting from
IndiGo Airlines at Bengaluru Airport generated a lot of operational uncertainty and delays
(Nair, 2024). At Indian airports, there have been an all-time high number of security events.
Mukherjee (2024) claims that a visitor was found at Delhi Airport hiding one kilogram of gold
in his trousers. Customs personnel at Mumbai Airport (Menon, 2024) arrested twenty exotic
animals imported from Thailand under control.

Like other airports all throughout the globe, Indian ones deal with various challenging technical
problems. Sharma (2024) claims that a glitch in a Microsoft system was the main cause of
disturbance in airports all around. This breakdown affected not only Indian airlines but also

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many other nations and sectors. Another reason that contributes to delays and raises
maintenance concerns is the claim that the restrooms lack sufficient sanitation.

The Aviation industry has a certain characteristic feature which makes it a very complex
industry. The unused seats can't be inventoried, and the impact of seasonality and cyclicality is
very high in this industry(Chandrani, 2015). Long time taken for single decisions like aircraft
acquisitions makes the structure of the aviation industry very unique(Chandrani, 2015). One
example could be the seasonality issues. During peak season in a bid to capture customers‟
airlines buy more planes or hire more employees which increase the fixed cost. During the lean
season the high fixed cost affects the financial performance of the company. opines that “a
large jet aircraft costs in excess of US$200 million, and its procurement typically involves
significant lead time. Since an aircraft has an operating life span of 25 to 30 years and
depending on the average age of the company‟s fleet, airline executives may be committing
themselves to a time frame of decades, creating huge strategic commitments, when placing a
new aircraft order” (Chandrani, 2015). Existing assumptions regarding the regulatory,
economic or operating environments easily go awry over such a long period of time, increasing
the strategic risk for airlines(Chandrani, 2015).

2.2 The Global Food System

The Global Food System is very complex and represents one of the critical elements
that a society depends upon and therefore needs to be maintained and protected [2]. Still, it is
so delicate and could be breached easily [16]. Food system can be described as a balance
between supply and demand, with consumers being the main driver of the system, regardless
of the food industry in focus. The industry developed and effectively implemented a number
of food safety standards and some of the globally recognised certification schemes are Hazard
Analysis and Critical Control Point (HACCP), International Food Standard (IFS),
British Retail Consortium (BRC), the National Sanitation Foundation (NSF), Foundation for
Food Safety Certification (FSSC 22000) based on the ISO 22000 and ISO 22002-1 and other.
Until 2001, food safety standards were considered to be sufficient in preserving and protecting
our food supply. In 2002 the Public Health Security and Bioterrorism Preparedness and
Response Act of 2002 [8] has been published. Its primary objec tive is the protection of food
supply from intentional contamination, and food defence was introduced. Food defence is a
term that involves the active effort to protect the food supply from deliberate contamination
that is meant to intentionally harm individuals or orga nizations . Wherever intentional

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contamination and food fraud pose a serious threat to the consumers’ and public health or
business, food defence should be implemented [6]. In other words, intentional contamination
has the potential to cause significant public health consequences, devastating economic
impacts, loss of public confidence in the safety of food, effectiveness of government, and food
insecurity. Food defence is usually built up, integrated into an existing food safety system of a
company. Even though both use the same or similar tools and methods, potential con sequences
are drastically different. The levels of Food Defence are shown in. Food defence plan can be a
basic or enhanced, and its complexity is mainly determined by the size of a company. Food
defence plans, like food safety plans have four components that involve the development,
implementation, testing, and review of the plan. Verification of a particular food defence plan
lies in testing, and effective corrective measures need to be implemented accordingly .
Vulnerability assessment and mitigation strategies are integrated only into an enhanced food
defence plan. Food defence involves documentation and written pro cedures of the existing
food safety system, traceability, documentation and records of the management system,
corrective and preventive measures, internal audits, employee training, etc. It is mainly
implemented in agricultural production, pro cessing, storage and transport, wholesale and retail
distribution and tracing systems and recalls (traceability being one of the obligatory
requirements) . It is impor tant to note that the analysis of documented bioterroristic attacks via
food and/or water showed that the attacks that targeted raw materials (the field), manufacturers,
and retailers were less successful which reflects the high security standards that the food
industry have been embraced or have been required to implement .

2.3 Food Challenges

Flight kitchen production is a typical form of mass catering, but has some unique
features distinct from food preparation in restaurants and hotels. The time difference between
food production in the flight kitchen and finally serving it on board an aircraft with limited
kitchen facilities makes flight catering a high-risk food preparation operation. The com plexity
of the production procedures in the flight kitchen also increases the microbiologi cal hazards
associated with this type of food preparation. Major factors affecting the hygienic quality of
the food are the size of the operation, the complexity of the in-flight service, the number of
airlines catered for, the number of flights serviced during the day and the duration of the flights
to be serviced. Since each airline has its own specification, the management of multiple
contracts increas es the complexity of the planning and control. Production planning for flight

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caterers equates to just in time production techniques (JIT), meaning producing the necessary
units, in the necessary quantities, at the necessary time (Briggs and Nevett 1995, Foskett 1995).
An airline company has to decide to what extent return catering will be carried out; whether to
utilise the flight kitchens of foreign airports and whether to use local suppliers. Frozen meals
may be carried if an aircraft is using food from its homeland during the return leg. In general,
there is a growing trend in preparing frozen meals for aircraft (Asplund 2000). Economical and
production considerations as well as hygienic reasons favour frozen meals. Microbiological
examination of a batch can be carried out before it is used, thus ensuring the safety of the food.
Using frozen meals reduces the likelihood of the temperature reaching the critical limits within
which the bacterial growth may occur. Atypical Flight kitchens normally use a cook-chill
system for the preparation of cooked items (Kirk 1995). Cooked items are then rapidly chilled
in blast chillers, according to the Association of European Airlines (AEA 2015) within 4 hours
from 65°C to 10°C, and according to LSG-Hygiene Institute (1997) from 60°C to 5°C. A cold
kitchen is used for the preparation of snacks, appetisers, salads and desserts. Until portioning
and packing, all prepared items are kept chilled. After mak ing up the meal trays, the trays are
loaded into a trolley for the flight. If necessary, trolleys are loaded with dry ice in order to
minimise the temperature rise in the aircraft galley before the food is served.

The official control of flight kitchens depends on the national legislation of the country where
the premises are located. Flight kitchens are subject to different requirements depending on the
legislation of the country concerned. The authorities responsible for con trolling flight kitchen
operations must have good knowledge of the special features of this type of mass catering. The
need for closer co-operation between airlines, local airport health authorities and national
health administrations became apparent in the 1970s, when large outbreaks were reported in
connection with growing mass tourism (WHO, Regional Office for Europe 1977).

The last few decades have seen an emphasis on the global feature of flight kitchens serv ing
international airlines. Many airline companies use standardised audit forms to perform regular
hygiene audits of their suppliers (AEA 1996). The controlling authority and airline companies
alike demand HACCP-based quality assurance. Non-compliance with even a single CCP means
a failure to reach the AEA standard. Bacteriological results of food, drinking water and ice
cubes are inspected to ensure that the buyer’s specifications are being adhered to.

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2.4 Airport Terminal and Terminal Operations

Airport terminals are buildings that contain many essential facilities. According to Price
and Forrest (2016), the airport terminal is the airport's main passenger building; it starts from
the terminal curbside and extends to the screening checkpoint, including the concourse beyond
the screening checkpoint. Through a variety of procedures, airport passenger terminals can
provide numerous services for the airlines and their passengers. Graham (2014) reports that
terminal services provided by airports include such things as security, customs, and
immigration; they may also contain commercial or non-aviation facilities like retail stores, food
and beverage areas, places for entertainment, and internet facilities. Price and Forrest (2016)
indicate that airport terminals contain facilities for airport passengers and baggage processes,
airport maintenance and operational activities, airport and airline administration, and airport
cargo handling. Based on their prominence as the airports' main structure, the terminal
buildings often house operations that provide special roles or services to the airlines and their
passengers. Price and Forrest (2016) report that the most important role and function of airport
passenger terminals involve transferring passengers from ground transportation to air
transportation and then vice versa. Moreover, the airport terminal is the area that connects the
airfield to the rest of the airport; it is the area that creates a linkage between landside and airside
operations (Price and Forrest, 2016). As the fundamental part of an airport’s landside services,
terminals can be managed and operated by different parties. Hamzawi (1992) states that airport
landside is the area that consists of various zones like apron/gates area, air terminal building(s),
ground access area, and vehicle 4 parking areas. Price and Forrest (2016) report that airport
terminal operations can be managed by either the airport operators through the airport-
dominant approach, or European model, or by the airlines though the airline-dominant
approach. Both of these approaches concentrate on providing staff to supervise terminal
services and baggage and passenger handling services. Large airports often use a combination
of these models in order to implement service delivery. This means that they use some aspects
from each of these two approaches (Price and Forrest 2016). The consistent increase in the
volume of air traffic has impacted airport operations. Perhaps, most importantly has been the
recognition on the part of airport operators to engage in more planning and analysis of their
airport terminal operations. According to Hamzawi (1992), there are certain times of the day
when air traffic peaks or is at its highest and busiest volume. This “daily” phenomenon often
results in congestion at the airports' airsides and terminal buildings; the arrival of a huge
numbers of passengers may strangle the activities of immigration, customs, security control

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facilities, and many of the terminal services like baggage handling. Sorenson (2015) suggests
that more effective airport terminal operations can be achieved by improving data collection
and analysis measures. This means that airport managers can improve their overall performance
by increasing their understanding of traffic flows and passenger data which can then be used
to influence terminal planning; planners are supposed to focus on the larger perspective of
terminals as their essential mission. Airport Terminal Design There are different kinds of airport
passenger terminal buildings in terms of design and operations. de Neufville and Odoni (2003)
show that there are five basic configurations of airport passenger buildings. These five design
types are called finger piers, satellites, midfield, Linear, 5 and transporters. These
configurations can be suitably made for major airports by the attempts of designers.
Consequently, airport terminal designers use several ways to make different shapes by taking
different possibilities into considerations (de Neufville and Odoni, 2003). The five
configurations of terminal buildings offer different shapes and designs to passenger terminals.
The Finger pier configuration can be visualized or imagined as fingers attached to the palm of
the hand; they are narrow extended areas from the central point of the passenger facility where
aircraft can be parked and surrounded on both sides (de Neufville and Odoni, 2003). The
Satellites configuration resembles the extension of T-shaped finger piers. In this design the
gates are usually located at the end of the fingers (de Neufville and Odoni, 2003). According
to de Neufville and Odoni (2003), midfield concourses can be either linear or X shaped. They
often have separate passenger buildings approximately a kilometer long and have around 50
gates. These gates can be accessed by the passengers from the groundside. A linear building is
a narrow structure with one side designed for aircraft parking and the other side faces roads
and parking lot areas (de Neufville and Odoni, 2003). Transporters can include the busses that
transfer passengers from certain terminal gates to the aircrafts that have been parked in the
remote stands. These busses have been specially designed for passengers’ movement, access,
and baggage transfer (de Neufville and Odoni, 2003). In terms of functions and operational
systems, airport passenger terminals can also be classified into different groups. Bandara and
Wirasinghe (1992) present two categories of terminals: centralized terminals and
semicentralized terminals. In centralized terminals, passenger services such as ticketing, and
baggage claim, and other passenger processing zones are located in the center of the terminal
building(s) (Bandara and Wirasinghe, 1992). In the semi centralized terminals, passenger
processing facilities have been separately distributed according to groups of aircraft gates
(Bandara and Wirasinghe, 1992). 6 There are some factors that have their own impact on the
configuration of airport terminals. One common factor is the distances passengers have to walk
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between flights or to the main terminal building: terminal walking distance. de Neufville and
Odoni (2003) describe two matrices that are used by designers to analyze walking distances in
the terminals. These two “matrices” are impedance and flow matrices. The impedance matrix
is defined as the level of difficulty passenger’s face while transferring between two gates inside
the terminal building. This analysis measure basically gives a description about the facility's
physical aspects or geometry (de Neufville and Odoni, 2003). On the other hand, the flow
matrix delineates the volume of passengers based on information about their origin points and
destinations. The flow matrix also identifies and analyzes such issues as the volume at specific
gates or other access points in the terminal. This information provides designers, planners, and
managers with the necessary data they need to improve operational performance (de Neufville
and Odoni, 2003). Bandara and Wirasinghe (1992) suggest that airport terminal passengers can
be categorized according to terminal design or walking distances. In their study they report that
there are two main groups of passengers. They divide these categories into those: arriving
(terminating) passengers and departing (originating) passengers, and a second category of
transferring passengers. The latter group can be sub-divided into hub and non-hub transfer
passengers. Other researchers like Bandara and Wirasinghe (1992) define “Arriving
passengers” as those passengers who arrive at the terminal by aircraft and move from the arrival
gate to the ground transportation area. Normally, this is done after they walk through the
baggage claim area and retrieve their luggage. Departing passengers are those who arrive at
the terminal from the ground transportation facility to the departure gate by moving through
each of the necessary security checks and check-in counters. In addition, Bandara and
Wirasinghe (1992) identify 7 transferring passengers as those who move from one aircraft to
another without leaving the airport terminal. Additionally, some researchers continue their
analysis of airport terminals by examining the flow or process of passengers walking though
airport terminals. In these analyses, transferring passengers are divided into hub transfers and
non-hub transfers (Bandara and Wirasinghe, 1992). Hub transfers are the passengers who move
directly from the arrival gate to the departure gate. These passengers can be pre-ticketed if their
boarding passes have been issued before starting their connected flight, or they can be
processed from the departure gate, after moving through a short connecting time (Bandara and
Wirasinghe, 1992).

15
 CHAPTER 3 : RESEARCH METHODOLOGY

3.1 Content Analysis

Airport Terminal and Terminal Operations Airport terminals are buildings that contain
many essential facilities. According to Price and Forrest (2016), the airport terminal is the
airport's main passenger building; it starts from the terminal curbside and extends to the
screening checkpoint, including the concourse beyond the screening checkpoint. Through a
variety of procedures, airport passenger terminals can provide numerous services for the
airlines and their passengers. Graham (2014) reports that terminal services provided by airports
include such things as security, customs, and immigration; they may also contain commercial
or nonaviation facilities like retail stores, food and beverage areas, places for entertainment,
and internet facilities. Price and Forrest (2016) indicate that airport terminals contain facilities
for airport passengers and baggage processes, airport maintenance and operational activities,
airport and airline administration, and airport cargo handling. Based on their prominence as the
airports' main structure, the terminal buildings often house operations that provide special roles
or services to the airlines and their passengers. Price and Forrest (2016) report that the most
important role and function of airport passenger terminals involve transferring passengers from
ground transportation to air transportation and then vice versa. Moreover, the airport terminal
is the area that connects the airfield to the rest of the airport; it is the area that creates a linkage
between landside and airside operations (Price and Forrest, 2016). As the fundamental part of
an airport’s landside services, terminals can be managed and operated by different parties.
Hamzawi (1992) states that airport landside is the area that consists of various zones like
apron/gates area, air terminal building(s), ground access area, and vehicle 4 parking areas. Price
and Forrest (2016) report that airport terminal operations can be managed by either the airport
operators through the airport-dominant approach, or European model, or by the airlines though
the airline-dominant approach. Both of these approaches concentrate on providing staff to
supervise terminal services and baggage and passenger handling services. Large airports often
use a combination of these models in order to implement service delivery. This means that they
use some aspects from each of these two approaches (Price and Forrest 2016). The consistent
increase in the volume of air traffic has impacted airport operations. Perhaps, most importantly
has been the recognition on the part of airport operators to engage in more planning and analysis
of their airport terminal operations. According to Hamzawi (1992), there are certain times of
the day when air traffic peaks or is at its highest and busiest volume. This “daily” phenomenon

16
often results in congestion at the airports' airsides and terminal buildings; the arrival of a huge
numbers of passengers may strangle the activities of immigration, customs, security control
facilities, and many of the terminal services like baggage handling. Sorenson (2015) suggests
that more effective airport terminal operations can be achieved by improving data collection
and analysis measures. This means that airport managers can improve their overall performance
by increasing their understanding of traffic flows and passenger data which can then be used
to influence terminal planning; planners are supposed to focus on the larger perspective of
terminals as their essential mission. Airport Terminal Design There are different kinds of airport
passenger terminal buildings in terms of design and operations. de Neufville and Odoni (2003)
show that there are five basic configurations of airport passenger buildings.
These five design types are called finger piers, satellites, midfield, Linear, 5 and transporters.
These configurations can be suitably made for major airports by the attempts of designers.
Consequently, airport terminal designers use several ways to make different shapes by taking
different possibilities into considerations (de Neufville and Odoni, 2003). The five
configurations of terminal buildings offer different shapes and designs to passenger terminals.
The Finger pier configuration can be visualized or imagined as fingers attached to the palm of
the hand; they are narrow extended areas from the central point of the passenger facility where
aircraft can be parked and surrounded on both sides (de Neufville and Odoni, 2003). The
Satellites configuration resembles the extension of T-shaped finger piers. In this design the
gates are usually located at the end of the fingers (de Neufville and Odoni, 2003). According
to de Neufville and Odoni (2003), midfield concourses can be either linear or X shaped. They
often have separate passenger buildings approximately a kilometer long and have around 50
gates. These gates can be accessed by the passengers from the groundside. A linear building is
a narrow structure with one side designed for aircraft parking and the other side faces roads
and parking lot areas (de Neufville and Odoni, 2003). Transporters can include the busses that
transfer passengers from certain terminal gates to the aircrafts that have been parked in the
remote stands. These busses have been specially designed for passengers’ movement, access,
and baggage transfer (de Neufville and Odoni, 2003). In terms of functions and operational
systems, airport passenger terminals can also be classified into different groups. Bandara and
Wirasinghe (1992) present two categories of terminals: centralized terminals and semi-
centralized terminals. In centralized terminals, passenger services such as ticketing, and
baggage claim, and other passenger processing zones are located in the center of the terminal
building(s) (Bandara and Wirasinghe, 1992). In the semi centralized terminals, passenger
processing facilities have been separately distributed according to groups of aircraft gates
17
(Bandara and Wirasinghe, 1992). 6 There are some factors that have their own impact on the
configuration of airport terminals. One common factor is the distances passengers have to walk
between flights or to the main terminal building: terminal walking distance. de Neufville and
Odoni (2003) describe two matrices that are used by designers to analyze walking distances in
the terminals. These two “matrices” are impedance and flow matrices. The impedance matrix
is defined as the level of difficulty passenger’s face while transferring between two gates inside
the terminal building. This analysis measure basically gives a description about the facility's
physical aspects or geometry (de Neufville and Odoni, 2003). On the other hand, the flow
matrix delineates the volume of passengers based on information about their origin points and
destinations. The flow matrix also identifies and analyzes such issues as the volume at specific
gates or other access points in the terminal. This information provides designers, planners, and
managers with the necessary data they need to improve operational performance (de Neufville
and Odoni, 2003). Bandara and Wirasinghe (1992) suggest that airport terminal passengers can
be categorized according to terminal design or walking distances. In their study they report that
there are two main groups of passengers. They divide these categories into those: arriving
(terminating) passengers and departing (originating) passengers, and a second category of
transferring passengers. The latter group can be sub-divided into hub and non-hub transfer
passengers. Other researchers like Bandara and Wirasinghe (1992) define “Arriving
passengers” as those passengers who arrive at the terminal by aircraft and move from the arrival
gate to the ground transportation area. Normally, this is done after they walk through the
baggage claim area and retrieve their luggage. Departing passengers are those who arrive at
the terminal from the ground transportation facility to the departure gate by moving through
each of the necessary security checks and check-in counters. In addition, Bandara and
Wirasinghe (1992) identify 7 transferring passengers as those who move from one aircraft to
another without leaving the airport terminal. Additionally, some researchers continue their
analysis of airport terminals by examining the flow or process of passengers walking though
airport terminals. In these analyses, transferring passengers are divided into hub transfers and
non-hub transfers (Bandara and Wirasinghe, 1992). Hub transfers are the passengers who move
directly from the arrival gate to the departure gate. These passengers can be pre-ticketed if their
boarding passes have been issued before starting their connected flight, or they can be
processed from the departure gate, after moving through a short connecting time (Bandara and
Wirasinghe, 1992).

18
3.2 Qualitative Analysis

Qualitative analysis in aviation research investigates subjective experiences,

perceptions, and behaviors that are associated with airline services, operational efficiency, and
safety. This approach is frequently implemented to examine airline crisis management
strategies, employee experiences, and consumer satisfaction (Denzin & Lincoln, 2018). Key
issues, including workplace stress, pilot fatigue, and crew management challenges, are
identified through interviews and focus groups with aviation professionals (Tracy, 2020). In
the same vein, passenger interviews offer a glimpse into the expectations of in-flight services,
baggage management, and airport facilities (Silverman, 2020). In aviation research, thematic
analysis is a qualitative method that is frequently employed to identify patterns and emerging
themes from textual data. This method is particularly useful for addressing issues such as
security concerns, customer loyalty factors, and service quality (Braun & Clarke, 2021).
observational studies are implemented at airports to evaluate security screenings, passenger
traffic, and check-in procedures (Guest et al., 2017). Qualitative research offers valuable, in-
depth insights that contribute to the enhancement of airline services, operational efficiency, and
policy development, despite these constraints.

This research will employ content analysis as the primary method to carefully scrutinize and
assess qualitative data from many sources, including industry reports, academic articles, news
media, and case studies. The focus will be on identifying recurring patterns, themes, and
challenges related to operational and managerial issues within the airline and airport sectors.
The study will employ content analysis to examine textual data for insights related to airplane
delays, safety incidents, customer service challenges, and responses to external factors such as
legislation changes and global crises, like the COVID-19 pandemic.

The analysis will provide a thorough overview of the primary challenges and solutions
identified in the literature by categorizing and coding the data into relevant categories, such as
safety concerns, technological limitations, and staffing issues.

This approach facilitates a thorough assessment of challenges across several locations, aiding
in the formulation of significant insights and actionable recommendations for industry
participants.

19
3.3 Sample Size

The sample size for this research will consist of 30-40 articles that cover a wide range
of unconventional topics related to the operational and management challenges faced by
airlines and airports. These articles will be sourced from reputable industry journals, academic
research papers, news media

3.4 Methods Used

We will use NVivo, a software for analyzing qualitative data, to carefully sort, code,
and examine information from 30 to 40 Articles. NVivo is an easy-to-learn tool, because it
works like the ‘old-loose-leaf’ binder that many qualitative researchers of the past are familiar
with
(Walsh, 2003, p. 253). NVivo opens with a small window referred to as the Launch Pad (a.k.a
Project Pad) which has four core tool functions: (i) create a new project, (ii) open an existing
project, (iii) open a tutorial, and (iv) exit the program. All data is arranged around Documents
and Nodes – the two main working frameworks within the tool. Documents are simply data
that one analyses in the study. All NVivo 2.0 documents are in rich text format. Nodes are
places where one stores ideas and categories. It is important to note the difference between a
code and a node, in NVivo parlance. A Node is a physical location where you store the groups
of ideas that would be coded. Thus, coding (putting things into codes) is a process; a way to
label certain aspects of the data and to sort information in distinct categories. The node on the
other hand holds all the information that has been coded under a certain category. Attributes
are properties assigned to nodes or documents. Once attributes are defined, each document or
node will have specific values for each attribute. These attribute values can be numeric, string,
Boolean or date-time type. These attributes can be usefully applied for better data management
and effective searches. The NVivo Search tool can be used to search for strings, coding patterns
or attribute values in the project database. These features enable the user to search for patterns
across their data.

20
 CHAPTER 4 : DATA ANALYSIS
no articles main theme sub theme Sub theme Sub Theme key words Airport/Airline Location Date Problem faced Solutions taken How was their Response from the Information Source
by response from Airline/Airport
the victims
POV

Akasa airlines Akasa Air acknowledged

the issue, admitting that
some passengers were
a.
Passenger expressed "inadvertently served
https://economictimes.indiatimes.com/industry/tran Akasa Air, Expired food, Catering,
Dissatisfaction by refreshments that did not
sportation/airlines-/-aviation/akasa-air-passengerclaims- Passenger
Airline Quality not September 09 Passenger on Airline Intiated a detailed complaining on meet our quality
1 expired-food-was-served-on-flight-airlinesays-probing- service standards In-flight Food Safety Complaints,Food Safety, Airline service Air India The Economic Times
Control mentioned 2024 the flight Investigation social media about standards." The airline
matter/articleshow/113178051.cms?utm_source=co standards, Investigation, aviation,Passenger
being served expressed regret and
ntentofinterest&utm_medium=text&utm_campaign Trust, Customer experience
Expired Food stated they are conducting
=cppst
a detailed investigation to
prevent future
occurrences.
2 a. https://indianexpress.com/article/india/airindia- Passenger Saftey Hygeine Foreign Object Food Saftey, Air India, Passenger saftey, October 14 Passenger on Intiated an investigation and Distress and Concer Commitment to high Indian Express
confirms-incident-of-blade-like-metal-inpassengers- Service 2023 the flight pledged to take corrective for their Saftey Saftey
food-9397742/ Quality, Quality control, Airline measures to prevent similar
Investigations,
Incident report, Blade in Food

and Hygiene standards in

inflight meals
incidents

Food saftey and Unclean seats, Bad food, Flight delay, Poor passenger was moved to Air India apologized on
Hygenie business class service, Broken flatbed seat, another seat after The passenger social media after the
a.
Nonfunctional entertainment system, complaining about the described the passenger posted his
https://www.hindustantimes.com/trending/unclean-
Customer dissatisfaction Business Class broken flatbed. other issues journey as a "horror grievances. the apology
3 worn-off-seats-bad-food-delay-investor-says-histrip-with- Air India June 17 2024 Hindustan Times
Luggage damage, Airline Passenger like uncleanliness, food story" and was tweet was later deleted,
air-india-was-a-horror-story-
Airline negligence,Apology from airline quality, and damaged deeply dissatisfied, which led to further
101718529618612.html
In-flight Service Maintenance luggage remained citing multiple criticism of the airline's
Quality Passenger Experience Standards unresolved mid-flight. service failures. handling of the matter.
1. IndiGo issued a statement Passengers IndiGo apologized and
Cockroach infestation, Hygiene failure, Passengers on
https://economictimes.indiatimes.com/industry/tran that they were investigating expressed anger and claimed they took
Public Food contamination, Passenger safety, the IndiGo
sportation/airlines-/-aviation/indigo-airlines- Hygiene and the matter. disgust. Social immediate measures to
Impact of Food Backlash on Public outrage, Social media backlash, flight,
facesbacklash-over-cockroaches-running-around- Sanitation October 14 The airline claimed they media posts sanitize the affected
4 Contamination on Airlines’ Airline Reputation, Indigo especially Economics Times
inaircrafts- Concerns in 2024 performed a thorough amplified the issue, aircraft. However, the
Passenger Safety Hygiene Inadequate sanitation, Customer those near the
foodarea/articleshow/108005743.cms?utm_source=cont Aircraft cleaning and fumigation leading to lack of preventive
Standards dissatisfaction, food service
entofinterest&utm_medium=text&utm_campaign= cppst post-flight. widespread measures beforehand
Airline accountability area.
criticism. attracted backlash.
Airlines acknowledged
the issue and focused on
Toilet hygiene, Flight delays, Passenger
Airlines introduced preventive strategies,
Financial and behavior Passengers faced
a. Hygiene awareness campaigns about including pre-boarding
Operational Cleanliness issues, Airline costs, Long-haul inconvenience,
https://timesofindia.indiatimes.com/india/indianslack-of- Concerns In-flight Cleanliness March 15th Airlines in-flight hygiene. announcements and
5 Costs Due to flights, Not Mentioned especially when Times of India
toilet-hygiene-delays-long-haul-flightsbleeds- Impacting Flight Challenges for Airlines 2017 operating Increased cleaning enhanced cleaning
Passenger Maintenance challenges, Cabin crew lavatories became
airlines/articleshow/57639785.cms Operations longhaul frequencies for long-haul protocols. Financial strain
Behavior struggles unusable mid-flight.
flights with flights. on the airlines was
Operational disruptions, Passenger safety
passengers highlighted as a key
from India. concern.
a. IndiGo clarified that seats
https://economictimes.indiatimes.com/industry/tran Cushionless seats, Safety concerns, were compliant with Passengers
sportation/airlines-/-aviation/i-do-hope-i-landsafely- Passenger Safety Impact of BengaluruBhopal flight, IndiGo Airlines, regulatory guidelines and expressed unease IndiGo clarified that the
Operational Shortfalls
cushionless-seats-on-bengaluru-bhopalindigo-flight- in Airline Passenger discomfort, Aircraft october 27 cleared for safety. Promised and dissatisfaction, situation met regulatory
6 in Indigo Economics Times
raises-safety-concerns- Aircraft Responses on maintenance, Airline compliance, Customer 2023 review of operations to questioning the standards but assured
Aircraft Maintenance
airlineclarifies/articleshow/108302636.cms?utm_source= Configuration Customer Trust complaints, Flight safety standards, Public Passengers avoid recurrence of airline's safety passengers of further
contentofinterest&utm_medium=text&utm_campai reaction onboard the passenger discomfort. measures. reviews to improve
gn=cppst IndiGo flight. service.
Cockroach in meal, Vistara Airlines,Food Vistara Vistara issued a formal Passenger expressed
a. hygiene issue, In-flight meal safety, passenger apology. Immediate shock and Vistara promised
https://www.livemint.com/news/india/vistaraairlines- Impact on Passenger dissatisfaction October 12 served investigation initiated to dissatisfaction, corrective actions to
7 Vistara LiveMint
passenger-finds-a-cockroach-in-his-mealhere-s-what- Damage to Brand Passenger Airline reputation, Complaint escalation 2023 contaminated identify lapses in food expecting better enhance food hygiene and
airline-said-11665801629857.html Food Safety in Image Trust in Meal quality control, Cabin crew action, food during the supply chain. standards from a prevent future
Premium Airlines Due to Hygiene Lapses Airlines Preventive measures flight. premium airline. occurrences.
a. Cockroach in meal, Food contamination, The airline apologized for Passenger expressed
https://timesofindia.indiatimes.com/technology/soci Air India the incident. dissatisfaction with
al/cockroach-found-in-air-india-passengers-mealon- Delhi-New York flight, Hygiene standards April 10th Internal investigation was the hygiene and Air India issued an
8 Air India Paassenger Times of India
delhi-new-york-flight-know-what- Passenger In-flight catering, Passenger complaint 2023 initiated to address the issue quality control apology and emphasized
airlineresponded/articleshow/113768900.cms Food Safety and Airline response, Quality control and improve quality control measures steps to ensure such
Contamination Impact of Hygiene on Airline Service standards in incidents do not
in Air Travel Airline Reputation Accountability Passengers catering services. onboard. recur.
on IndiGo
flight from Passengers
IndiGo, rat on plane, flight delay, Goa Flight was delayed for over
experienced IndiGo conducted
https://www.indiatoday.in/amp/india/story/goadabolim- November 19, Goa to 2 hours to conduct
9 airport, IndiGo Goa, India necessary fumigation India Today
international-airport-panaji-rat-indigo-flightlucknow- Passenger 2024 Lucknow inconvenience due
Lucknow flight, pest control fumigation and ensure
2636085-2024-11-19 Wildlife Intrusion Aircraft Safety Experience to the delay caused procedures to ensure
aircraft safety
by the unexpected safety before allowing the
incident flight to proceed

Table 4.1: The Main Theme from the Above Data is Food Safety and Hygiene

Especially with in-flight meals, food safety and hygiene have become airline main
issues. Events involving consumers finding past-due meals or bugs in their cuisine have caused
public outcry and significant damage to airlines such IndiGo, Air India, and Vistara. These
shortcomings compromise not only passenger safety but also their faith on the degree of airline
service quality. Usually apologizing, airlines start looking; yet, the reactive character of these
projects usually does not help to quickly rebuild passenger confidence. They also assert to
improve control of quality. Events like the IndiGo rat outbreak at Goa Airport and the Air India
cockroach incident have also disrupted aircraft operations and caused delays and more costs
for airlines. The effect on the brand name of the airline is significant since unsatisfied

21
customers, particularly in cases where these problems arise on first class, reflect their opinions.
Among the main financial effects are less consumer loyalty and operational interruptions.
Airlines have to keep transparency about their corrective actions, follow better hygienic
standards, and adopt a proactive attitude to prevent such events. This will enable companies to
rebuild public confidence and minimize ongoing reputation damage.

a. Flight delay,Passenger anger, IndiGo Passengers IndiGo issued a statement Passengers were IndiGo acknowledged the
https://indianexpress.com/article/trending/trendingin- Airlines Mumbai Airport, Viral video, waiting for a about the operational delay. extremely frustrated issue and emphasized
india/indigo-passengers-yell-at-mumbai-airportground-staff- Impact of Flight Customer service failure delayed IndiGo Promised improved due to poor steps to prevent similar
10 Indigo Apr-24 Indian Express
over-delayed-flight-viral-video- Passenger Delays on Ground staff dispute, Communication gap flight. communication in future communication and occurrences.
9593922/ Frustration Due to Poor Communication by Travelers’ Operational inefficiency, Airline incidents. inconvenience.
Flight Delays Airline Staff Schedules accountability
Smoke in aircraft, Flight safety, Emergency Passengers were deboarded
a. https://www.ndtv.com/india-news/videosmoke-comes-
landing safely.
out-of-dubai-bound-flight-in-chennai-
Chennai Airport, Dubai-bound flight, Aircraft was grounded for
before-takeoff-6646629
Technical inspection and maintenance.
Passenger Panic Passengers were
Emergency Procedures Passengers on a
Flight Safety During scared and frustrated
11 at Chennai Airport / Emirates Apr-24 Dubai-bound NDTV
Incidents Technical by the delay and
Airports flight.
Malfunctions safety risks. The airline emphasized
issue that safety protocols were
Passenger evacuation, Pre-takeoff followed, and an
malfunction investigation was
Aircraft engineering, Airline response initiated.
8-hour delay, Akasa Air, Passenger
Inadequate inconvenience Medical emergencies,
Akasa Air flight from Goa to Delhi last evening that was Long Flight Struggles Faced by Customer Stranded travelers, No accommodation
12 Akasa airlines
delayed by 8 hours. Delays Passengers With Support During provided, Poor refreshments Flight
Without Medical Flight mismanagement, Airline neglect, Customer
Compensation Conditions Disruptions dissatisfaction
a. Passengers Go First cited
https://timesofindia.indiatimes.com/business/indiabusiness/go- expressed frustration "operational reasons" for
first-cancels-all-flights-till-may-28citing- Airline issued refunds to and inconvenience the cancellations and
Passengers
operationalreasons/amp_articleshow/100528198.cms affected passengers and on social media over extended apologies to
13 booked on Go The Times of India
assisted in rebooking with disrupted travel passengers, promising to
First flights
alternate flights plans address the challenges
Flight Airline Management Passenger tGo First, Flight cancellations, Operational Not and resume services
Cancellations Issues Disrup reasons, AGo First mentioned May-24 promptly
Passengers Kolkata Airport stated
expressed that the flooding was
Rainwater, Kolkata airport, runway
a. Passengers Ground staff worked to drain dissatisfaction with caused by unprecedented
flooding, grounded planes, flight delays,
https://timesofindia.indiatimes.com/city/kolkata/wa tch- Airport Infrastructure Delays Due to Kolkata, waiting for the water and clear the the lack of rainfall and measures
14 Weather Impact infrastructure issues, passenger Kolkata Airport Nov-24 The Times of India
planes-grounded-as-rainwater-enters-kolkataairport- Issues Flooding India flights at runway; airlines informed preparedness for were being taken to
inconvenience, emergency management,
runway/articleshow/112244966.cms the airport passengers of delays handling such improve drainage
weather disruption
situations, leading to infrastructure to prevent
Flight Delays,
long delays recurrence
Cancellations, and
Extended Air India provided hotel Passengers Air India expressed regret
Operational Failures
delays due to accommodations, meals, and expressed frustration for the inconvenience
Air India Flight AI377, Phuket to New
technical faults, rebooked some passengers over the lack of caused and cited technical
a. Delhi,
Airline's Crisis inadequate on alternative flights. They timely updates and issues as the reason for
https://www.businesstoday.in/industry/aviation/stor y/air- Technical Failures Passenger Hardships Technical issues, Flight delays, Passenger
Management November 16, communication, also offered full refunds or perceived inadequate the delays. They
15 india-flight-over-100-passengers-stuck-inphuket-for-more- Leading to Flight Due to Extended grievances, Emergency landing, Airline Air India NDTV
and 2024 and insufficient complimentary rescheduling assistance during the emphasized efforts to
than-80-hours-ai-replies-454323- Cancellations Stranding communication, Stranded passengers,
Communication support from options. extended delay. provide on-ground
2024-11-19 Alternative
the airline. assistance and alternative
accommodations, Refund options
arrangements for
passengers.
Flight delays, Many passengers Air India assured
inconsistent reported customers that the
Vistara-Air India merger, Operational
service, and Efforts to streamline dissatisfaction with integration process would
challenges Flight disruptions, Workforce
https://www.businesstoday.in/industry/aviation/stor Airline Mergers Customer and uncertainty due operations, improve disrupted schedules be managed
transition, Customer dissatisfaction, Airline November 11,
16 y/operational-challenges-to-continue-even-ascurtains-close- and Operational Disruptions Employee Vistara to ongoing communication with and declining efficiently, Business Today
restructuring, Flight cancellations, Service 2024
on-vistara-453313-2024-11-11 Their Impact Sentiment merger-related passengers, and resolve service quality, acknowledging the initial
quality concerns, Integration process,
operational logistical bottlenecks highlighting a need challenges while
Aviation industry impact
adjustments. for better committing to long-term
coordination improvements
Employees,
creditors, and
https://www.businesstoday.in/industry/aviation/stor y/end-of-
Jet Airways liquidation,Supreme Court other Stakeholders
lifeline-supreme-court-orders-liquidationof-jet-airways-over- The Supreme Court ordered
ruling, stakeholders expressed concerns Jet Airways, having been
failure-to-implement-resolution- the liquidation of Jet
Jalan-Kalrock Consortium, Resolution plan faced over potential job grounded since 2019, did
plan-452880-2024-11-07 Insolvency Judicial Intervention in Impact on November 7 Airways and directed the
17 failure, NCLT Mumbai, Insolvency and Jet Airways uncertainty and losses, financial not provide an official Business Today
Resolution Failure Corporate Insolvency Stakeholders 2024 NCLT Mumbai to appoint a
Bankruptcy Code, Airline insolvency, potential setbacks, and the response to the liquidation
liquidator to manage the
Stakeholder impact, Judicial intervention, financial losses broader impact on order.
process.
Corporate liquidation due to the the aviation industry
airline's
liquidation
Travelers Passengers expressed Air India acknowledged
experienced Air India proactively frustration over the the inconvenience caused
Air India, Flight cancellations, India-US unexpected informed affected sudden cancellations, and emphasized that the
route, Aircraft shortage, Maintenance flight customers, offering especially during a cancellations were due to
https://www.businesstoday.in/industry/aviation/stor y/air- Operational Passenger Disruption Fleet
delays, Supply chain constraints, Passenger october 30 cancellations on alternatives such as highdemand travel factors beyond their
18 india-cancels-multiple-flights-on-india-usroute-due-to- Challenges in and Management Air India Business Today
compensation, Fleet management 2024 routes between rebooking on other Air India period. Some faced control. The airline
aircraft-shortage-452137-2024-10-30 Aviation Compensation Strategies
9. Aviation industry challenges India and major group flights, challenges in assured customers of their
10. Operational disruptions U.S. cities, complimentary date securing alternative commitment to resolving
leading to changes, or full refunds. flights, leading to the maintenance issues
disrupted travel increased travel costs promptly and
plans during the and inconvenience minimizing further

Table 4.2: The Main Theme from Above Data is Flight Delays, Cancellations & Operational
Failures

Key questions affecting consumers as well as airlines are flight delays, cancelments,
and operational difficulties. From IndiGo’s rodent problem at Goa airport, which resulted in a
two-hour delay for fumigation, to SpiceJet’s aircraft with AC failure during a heatwave,

22
travelers routinely suffer terrible or uncomfortable travel experiences. Safety issues are raised
occasionally, such on IndiGo’s Bengaluru-Bhopal trip with cushionless seats, since the
company does not follow operational guidelines, which aggravates already unhappiness.
Technical problems or unanticipated events like IndiGo’s tech breakdowns wreaking havoc at
Bengaluru airport are becoming prevalent causes of delays generating great inconvenience and
financial losses for airports. Among the operational errors Vistara has faced are foodrelated
cockroach occurrences and such mistakes compromise passenger confidence in the
dependability and safety of the airline. Sometimes operational mistakes call for apologies,
questions, and preventative actions; other times, the damage to the airline’s reputation could
endure a lifetime. Usually dealing with major delays, inconvenience, and occasionally safety
issues, passengers show the need of airlines raising operational efficiency and service
standards. Airlines that proactively handle these problems and improve their operational
procedures help to minimize disturbance, lower consumer aggravation, and keep their
credibility for dependability.

https://www.indiatoday.in/amp/business/story/bom Airlines facing Implementation of stringent Passengers experienced Airlines adhered to safety
operational security measures, flight delays, diversions, and protocols, coordinated with
b-hoaxes-on-flights-air-india-indigo-vistara-aviation-
disruptions and diversions, emergency landings, heightened security security agencies, and
industrys-new-financial-headache-2618314-2024-10-
financial losses thorough passenger screening checks, leading to conducted thorough checks to
17
due to bomb inconvenience and ensure passenger safety
hoaxes anxiety
Bomb hoaxes, Air India, IndiGo, Vistara, flight
Bomb Threats Operational Disruptions Financial Impact diversions, security protocols, financial Air India, IndiGo, Vistara India October 17, 2024 India Today
losses, passenger safety

https://m.economictimes.com/industry/transportatio Passengers on Flight made an emergency landing Passengers experienced Vistara coordinated with local
n/airlines-/-aviation/bomb-scare-vistara-frankfurt- Vistara flight UK27 in Erzurum, Turkey; passengers anxiety and authorities to ensure
23umbai-flight-makes-emergency- Vistara, bomb scare, emergency landing, from Frankfurt to evacuated; thorough security inconvenience due to passenger safety; after security
September 6,
landing/articleshow/114303243.cms?_gl=1*4my36o*_ Aviation Security &Safety Bomb Threats Emergency Landings Passenger Safety FrankfurtMumbai flight, passenger evacuation, Vistara Mumbai checks conducted the emergency landing clearance, an alternative The Economic Times
2024
ga*NzgyNTAzMjA2LjE3MzM3MTIzNDQ.*_ga_WZ3Z4G security protocols and evacuation aircraft was arranged to

GVRC*MtczMzcxMjYwMC4xLjAuMTczMzcxMjYwMS41 procedures continue the journey

OS4wLjA
https://m.economictimes.com/industry/transportatio Potential Akasa Air confirmed that their Passengers were Akasa Air stated that they are
n/airlines-/-aviation/akasa-air-says-no-impact-on- passenger operations remain unaffected by reassured about the in compliance with all

operations-due-to-boeing-737-plane- concerns the Boeing 737 advisories and that safety and reliability of regulatory directives and that
Manufacturer Akasa Air, Boeing 737, safety advisory, operations, September 20, regarding aircraft all necessary safety protocols are Akasa Air’s fleet their Boeing 737 aircraft
advisories/articleshow/114052604.cms?_gl=1*1fpdw4 Fleet Management Operational Assurance Akasa Air India The Economic Times
Communication fleet management, aviation safety 2024 safety being followed continue to operate safely
a*_ga*NzgyNTAzMjA2LjE3MzM3MTIzNDQ.*_ga_WZ3Z
4GGVRC*MtczMzcxMjYwMC4xLjEuMTczMzcxMjczNC4
1OC4wLjA
https://m.economictimes.com/industry/transportatio Airlines operating Conducted inspections of the Passengers were not Airlines complied with
n/airlines-/-aviation/boeing-urges-airlines-to-inspect- Boeing rudder control systems to identify directly affected; airlines Boeing’s directive, performing

737-max-planes-for-possible-loose- 737 MAX and rectify any loose bolts ensured continued safety necessary inspections and
Manufacturer Boeing, 737 MAX, loose bolt, rudder control system, December 28, aircraft through proactive maintenance to uphold safety
bolt/articleshow/106387303.cms?_gl=1*113j48f*_ga* Maintenance Alert Component Inspection Multiple Airlines Operating Boeing 737 MAX India The economic Times
Directive safety inspection, maintenance advisory 2023 maintenance standards
NzgyNTAzMjA2LjE3MzM3MTIzNDQ.*_ga_WZ3Z4GGVR
C*MtczMzcxMjYwMC4xLjEuMTczMzcxMjk5Mi4xNC4w
LjA

Table 4.3: The Main Theme for the above is Aviation Security and Safety

The author of this book documents several events impacting Indian airlines—Air India,
IndiGo, Vistara, and Akasa Air. Complaints regarding past food consumed on aircraft prompted
the airline to look thoroughly and offer an apology.

After Air India revealed in June 2024 a blade-like metal in passenger food, customer discontent
and a "horror story" followed. When a passenger complained, the airline apologized on social
media; sadly, the apology statement was later removed, which attracted more criticism on the
handling of the situation.

23
 IndiGo passengers on a Bengaluru-Bhopal flight affected by food service area cockroach
infestations in October 2024 The airline claimed to have fumigated and cleaned thoroughly
following a flight; absence of preventative policies prior led to criticism. Airlines carrying long-
haul flights with Indian customers started awareness efforts on in-flight cleanliness and
adjusted the cleaning frequency for such flights in March 2017. Still, people were annoyed,
particularly when toilets started to break midway on the trip. Owning the problem, airlines
concentrated on preventative measures including improved pre-boarding announcements and
sanitation standards. October Twenty-23 IndiGo passengers on the plane were checked for
safety and assured their seats complied with legal requirements. They assured a review of
processes to prevent passenger unhappiness reoccurring.

Vistara formally apologized after following clients on an October 2023 flight eating tainted
food. The airline started looking right away for issues involving food supplies chains.
Passengers displayed shock and discontent not typical of a first-class airline.

Apologising for the April 10, 2023 incident, Air India reassured exceptional hygiene standards
and safety in in-flight meals. The author underlines the need of keeping high standards in
aviation and the responsibility of airlines to guarantee the welfare and safety of their
passengers.

https://www.timesnownews.com/delhi/man- - Concealment
caughtcarrying-over-1-kg-gold-in-underwear-he-was- Methods
Body Airport Gold smuggling, body Delhi, November 2Passenger tPassenger arrested Passenger faced Airport authorities
26 wearing Delhi Airport Times Now News
Concealment Security concealment, Delhi airport, p India 19, 20 attemp for attempting arrest a intercepted
at-delhi-airport-watch-jeddah-kuwait-
article115843427/amp

Passengers Flight attendants Flight attendants

exhibiting alerted authorities, reported suspicious
Flight Refusing meals, refusing water, Passengers faced
https://m.economictimes.com/magazines/panache/r Smuggling Passenger December 9, suspicious leading to the behavior to
27 Attendant flight attendants, smuggling Multiple Airlines In-flight arrest and legal The Economic Times
epeatedly-refusing-meals-water-on-a-flight-couldmake- Detection Conduct 2024 behavior interception and arrest authorities, leading to
Suspicion detection, passenger behavior consequences
flight-attendants-suspicious- of the suspects the interception and
aboutyou/amp_articleshow/116139090.cms arrest of the suspects

https://www.moneycontrol.com/news/trends/woma n- Concealment Gold smuggling, body Passenger Passenger arrested Passenger faced Airport
caught-at-kochi-airport-with-gold-worth-rs-36- Methods concealment, Kochi airport, attempting for attempting to arrest and legal authorities
lakhconcealed-in-nivea-creme-12045301.html/amp passenger arrest, security to smuggle smuggle gold consequences intercepted and
Body Airport breach Kochi, January 11, gold concealed in Nivea arrested the
28 Kochi International Airport Moneycontrol
Concealment Security India 2024 cream individual,
preventing the
smuggling
attempt

https://timesofindia.indiatimes.com/city/delhi/delhiairport- Gold smuggling, iPhone 16 Pro, October 22- Passengers Customs officials Passengers faced Customs officials
customs-seizes-4-iphone-16-pro-500g-goldfrom- Gold Turkmenistan passengers, Delhi 23, attempting to intercepted and seized arrest and legal conducted thorough
Electronic Airport
29 turkmenistan- Smuggling Gold Smuggling airport, customs seizure Indira Gandhi International Airport Delhi, India 2024 smuggle gold the smuggled items consequences inspections, leading The Times of India
Goods Security
passengers/amp_articleshow/114494576.cms and to the seizure of the
electronics smuggled items

a. Gold smuggling, DRI, Airport staff DRI arrested three The arrested DRI officials
https://indianexpress.com/article/cities/mumbai/gold- Mumbai airport, airport staff, and airport staff individuals arrested the
smuggling-racket-dri-arrests-airport-staff-three-others- arrest, smuggling racket, gold December accomplices members and three faced legal suspects,
Airport Staff Smuggling Enforcement Mumbai,
30 9719432/ worth Rs 10 crore Mumbai International Airport 11, involved in others involved in consequences; preventing The Indian Express
Involvement Network Action India
2024 smuggling the smuggling the smuggling further
gold racket operation was smuggling
disrupted activities

Airport staff Authorities arrested The arrested Airport

and eight individuals, individuals authorities, in
accomplices including airport faced legal collaboration
involved in staff, disrupting the consequences; with law
https://www.thehindu.com/news/cities/mumbai/gol d- Gold smuggling, Mumbai December smuggling smuggling the smuggling enforcement,
Airport Staff Smuggling Enforcement Mumbai,
31 smuggling-racket-busted-at-mumbai-airport- airport, airport staff, arrest, Mumbai International Airport 20, gold operation operation was arrested the The Hindu
Involvement Network Action India
8arrested/article68642349.ece smuggling racket 2024 disrupted suspects,
preventing
further
smuggling
activities

24
 https://timesofindia.indiatimes.com/city/chennai/ma ssive- Passengers Authorities arrested The arrested Airport
gold-smuggling-operation-uncovered-at-chennai- attempting 25 passengers, individuals authorities, in

airport-20kg-seized-from-25-passengers/art
to smuggle seizing nearly 20 kg faced legal collaboration
gold of gold consequences; with law
Gold smuggling, Chennai November the smuggling enforcement,
Passenger Smuggling Enforcement Chennai,
32 airport, passengers, gold Chennai International Airport 12, operation was arrested the The Times of India
Concealment Network Action India
seizure, smuggling operation 2024 disrupted suspects,
preventing
further
smuggling
activities

Table 4.4: The Main Theme for the Above Data is Gold Smuggling

Reported in key hubs including Delhi, Mumbai, Chennai, and Kochi, gold smuggling
is a problem that has dogged Indian airports for some time. Smugglers' strategies reveal a
remarkable degree of creativity and adaptation. Highly advanced are concealment techniques;
people hide gold in commonplace objects like creams, body cavities, or clothes. One instance
of this is the Delhi Airport incident whereby one person was discovered smuggling nearly one
kilogram of gold concealed within their underpants; another such incident was recorded from
Kochi, where gold was imported inside Nivea cream tubes. These clever techniques so show
the shifting tactics of smuggling organizations trying to use any opening in the security system
at airports.

Most of these instances find organized smuggling groups and even airport authorities
implicated. It was place at Mumbai Airport: staff members were smuggling in on rolls, and
enormous gold seizure occurred at crores. Under such circumstances, internal control and
responsibility on operations at an airport deserve great vital importance. Together with the
customs department, Directorate of Revenue Intelligence is vigorously combating these
instances. They have effectively broken several smuggling schemes by running thorough
investigations and using networks of intelligence.

Given that gold smuggling entails large quantities meant to evade import taxes, it has financial
consequences. Still, the influence of gold smuggling goes beyond mere financial ones. Other
illicit activity could be funded by successful smuggling operations, therefore aggravating the
problem. Arrests lead to court hearings; the detained people could pay hefty penalties or even
be imprisoned. These actions disturb networks of smuggling as well as discourage them.
Advanced detection technologies—including artificial intelligence-based scanners and
behavioral analysis systems—must be invested in by airports if they are to properly fight gold
smuggling. Furthermore, staff members of airports can be taught to spot suspicious behavior
such travellers avoiding food or social interaction. Additionally encouraged to break more
extensive smuggling networks is cooperation between the airport authorities and international
enforcement agencies. Public awareness efforts stressing the legal risks and the general

25
repercussions of smuggling should discourage people from participating in these activities even
more. To solve this ongoing problem, one must combine policy execution, training, and
technology.

Passengers The arrested Airport

41 https://www.deccanherald.com/india/tamil-
attempting individuals authorities, in
nadu/exotic-animals-seized-at-chennai-airport-two-
to smuggle faced legal collaboration
Authorities
held-3235245 Exotic animals, exotic consequences; with law
arrested two
Chennai airport, animals the smuggling enforcement,
Animal Enforcement Legal Chennai International Chennai, individuals
wildlife smuggling, Nov-24 operation was arrested the Deccan Herald
Trafficking Action Consequences Airport India involved in
arrest, trafficking, disrupted suspects,
smuggling exotic
enforcement preventing
animals
further
smuggling
activities

41 Passengers Authorities The arrested Airport

https://timesofindia.indiatimes.com/city/mumbai/4- attempting arrested two individuals authorities, in
to smuggle individuals faced legal collaboration
Hornbill birds, hornbill involved in consequences; with law
Mumbai airport, Chhatrapati Shivaji birds smuggling the smuggling enforcement,
Animal Enforcement Legal Mumbai, The Times of
wildlife smuggling, Maharaj International Nov-24 hornbill operation was arrested the
Trafficking Action Consequences India India
arrest, trafficking, Airport birds disrupted suspects,
hornbill-birds-found-hidden-in-luggage-rescued-at- enforcement preventing
mumbai-airport-2-passengers- further

held/articleshow/114461073.cms
smuggling
activities
Wildlife Passengers The arrested Airport
Smuggling attempting individuals authorities, in
to smuggle faced legal collaboration
exotic consequences; with law
Authorities
Exotic turtles, Mumbai turtles the smuggling enforcement,
41 arrested two
airport, wildlife Chhatrapati Shivaji operation was arrested the
https://timesofindia.indiatimes.com/city/mumbai/tw Animal Enforcement Legal Mumbai, individuals The Times of
smuggling, arrest, Maharaj International Nov-24 disrupted suspects,
Trafficking Action Consequences India involved in India
o-held-at-mumbai-airport-for-smuggling-exotic- trafficking, Airport preventing
smuggling exotic
turtles/articleshow/114978047.cms enforcement further
turtles
smuggling
activities

41 Passengers The arrested Airport

https://www.hindustantimes.com/cities/mumbai- attempting individuals authorities, in
news/two-arrested-for-smuggling-crocodiles-from- to smuggle faced legal collaboration
Authorities
Crocodiles, Mumbai crocodiles consequences; with law
bangkok-101727551245143.html arrested two
airport, wildlife Chhatrapati Shivaji the smuggling enforcement,
Animal Enforcement Legal Mumbai, individuals Hindustan
smuggling, arrest, Maharaj International Sep-24 operation was arrested the
Trafficking Action Consequences India involved in Times
trafficking, Airport disrupted suspects,
smuggling
enforcement preventing
crocodiles
further
smuggling
activities

Table 4.5: The Theme for the above Data is Wildlife Smuggling

Wildlife smuggling out of Indian airports seriously compromises animal care and
biodiversity. Among other places, cases involving smugglers attempting to move exotic species
including turtles, hornbill birds, and even crocodiles have been reported at Mumbai and
Chennai airports. Many times concealed in bags or containers inadequate for even minimum
standards of animal care, these creatures pose major health risks. For example, recent events at
Mumbai Airport featured the discovery of hornbill birds and turtles found in passenger bags
being rescued. Driven apparently by global market for rare animals and goods, crocodile
smuggling reveals the extent of this illicit business.The patterns in incidents of wildlife
trafficking suggest the existence of well-organized networks spanning several countries.

26
Usually focused against weak points in the security system, these operations rely on weak
people to transport the animals. Still, the airport staff and enforcement officials have been very
successful in thwarting these efforts. There will not be additional trafficking since two people
were captured carrying some exotic animals at Chennai Airport. Similar cooperation between
local enforcement officials and airport security in Mumbai yielded the arrest of many persons
and the rescue of smuggled animals. Smuggling wild animals has diverse consequences. Apart
from the legal consequences for offenders, such arrests and fines enforced by the courts,
wildlife smuggling has extensive consequences on the ecological. Illegal alien species
trafficking affects ecosystems and provides some explanation for declining animal populations.
Moreover typical in smuggled animals are stress, starvation, and poor living conditions, which
raises their death rates during transportation.

Fighting wildlife trafficking demands for activities in the realms of preventive and
enforcement. Thermal scanners and X-ray imaging are among advanced detecting techniques
that can help find hidden animals. Equally vital are training courses for airport employees on
identifying indicators of wildlife trafficking. Moreover, public awareness programs stressing
the moral and environmental consequences of smuggling can deter possible criminals. Together
with international cooperation, strengthening legal frameworks and punishments for wildlife
smuggling helps destroy the systems enabling this trade. Dealing with the problem holistically
would enable authorities to guard the environment at large and threatened species from the
negative consequences of illegal wildlife trade.

4.2 Theme Explanation

4.1.1 Food Safety and Hygiene

Following several well-publicized events in recent years, airlines all around have under
more and more scrutiny service quality, hygiene, and passenger safety. From expired food to
foreign objects in meals, the events have highlighted major flaws in operational management
and quality control, which has passengers worried and harmed the standing of the impacted
airlines.

On one of its flights in September 2024, Akasa Air fed its customers expired food. The airline
admitted the situation, expressed regret for it, and started required investigations to stop such
occurrences in the future from recurring. This event has so provided another wake-up call to
guarantee strong quality inspections to prevent such events in the future with regard to

27
assurance regarding food safety and maintaining passenger confidence and thus avoiding such
incidents. In October 2023, Air India again came under fire when a passenger claimed to have
come across a blade-like device in their food. The airline started looking at it and promised to
act to guarantee safety criteria would be followed. In another instance concerning food
contamination, an October 2023 Vistara aircraft passenger discovered a cockroach in his
dinner. Vistara formally apologized and committed to improve food hygiene standards to
prevent such events from happening once more.

Problems of sanitation and hygiene go beyond food alone. IndiGo Airlines suffered the most
public wrath in October 2024 when travellers complained of cockroach invasion in the aircraft's
food service area.

Food safety is one of the basic requirements in airline catering systems. Food safety
management systems provide a structured approach to ensure that precautions are taken to
eliminate physical, chemical, biological and all kinds of damages that may occur in foods and
to show the necessary care. A food safety management system consists of two components: •
Responsibility: A food safety management system should include details of positions
responsible for ensuring food safety at each stage of the food chain and the limits of their
responsibilities. Senior management is ultimately responsible for food safety. System details
should be documented, communicated to the organization, and updated when changes are made
to the company structure (Jha, 2020). • HACCP (Hazard Analysis and Critical Control Point):
The HACCP system is the operational and moral responsibility of airline companies to provide
safe food to prevent food poisoning and contamination of passengers or crew to consumers.
For this purpose, the HACCP (Hazard Analysis and Critical Control Point) approach, an
internationally accepted management system in which biological, chemical and physical
hazards in food are analyzed and controlled at various stages such as production and
production, was implemented in 1993 (Jha, 2020). Airline catering services providers ensure
the production of microbiologically suitable foods by adhering to HACCP principles. With the
HACCP system, the industry, procedures and quality of raw materials used to provide as safe
food as possible and ensure quality have been standardized, and safety measures have been
provided to food processors to minimize the possibility of contamination. It is also observed
that the importance of HACCP in providing safe food has increased since 2008. However, in
ensuring food safety, in addition to the HACCP system, other factors such as hygiene and
sanitation, pest control, traceability and recall in the field and in food need to be developed and

28
implemented to prevent the risk of food poisoning and foreign bodies during processing (Tayar,
2010).

4.1.2 Flight delays, Cancellations and Operations Failures

He talks of a series of incidents relating to airlines in India: Akasa Air, IndiGo, Vistara,
and Air India. The airline received complaints that it served expired food on its flights and then
did a thorough investigation; the airline came forward to apologize.

In June 2024, Air India reported an incident regarding a blade-like metal object in passengers'
food, which had become a "horror story" and was the cause of customer discontent. The airline
apologized on social media after a passenger complained; the subsequent deletion of the
apology tweet triggered further outrage at the airline's handling of the situation.

In October 2024, on-ground cockroach infestations were reported by passengers at the food
service area in an IndiGo flight that was operating from Bengaluru to Bhopal. The airline
claimed it undertook a deep cleaning and fumigation post-flight, but this lack of preventive
measures beforehand drew criticism.In March 2017, airlines operating long-haul flights
carrying passengers from India began creating awareness about onboard hygiene and
increasing the frequency of cleaning on such flights. Passengers faced discomfort, especially
when the toilets became unusable mid-flight. Airlines acknowledged the issue and focused on
being more proactive, including making announcements before boarding and enhancing their
sanitization process. Indigo, in an October 2023 correspondence with passengers on board, said
the seats conformed to regulatory requirements and thus were safe. They assured operational
review for the avoidance of such recurrence of passenger inconvenience. In October 2023,
Vistara served contaminated food to its passengers on board a flight. It has officially apologized
for the incident. The airline launched an urgent investigation to find loopholes in the supply
chain of food. Surprised and dissatisfied, the passengers have shown their reaction, saying they
expect better service from the premium carrier. On April 10, 2023, Air India apologized over
the incident and promised to follow stringent safety and hygiene parameters concerning inflight
meals. The author emphasizes the need to uphold rigid standards in aviation and for airlines to
take responsibility in securing their passengers' safety and well-being.

4.1.3 Gold Smuggling

29
 Particularly in countries like India where the demand for gold is strongly rooted in
cultural and economic traditions, gold smuggling has become a serious issue effecting the legal,
social, and economic systems of many countries. Illegal gold movement across borders is the
main cause of smuggling since it helps one to avoid paying costly import taxes and penalties.
Usually using weaknesses in border security systems and customs to conduct their activities,
people and organized groups profit from these economic disparities. Smugglers hide wealth
and avoid security searches using a variety of artistic and dishonest strategies. Typical
techniques include hiding gold in personal clothing, bodily cavities, regular objects including
food items, cosmetic containers, and even technology gear. More sophisticated methods draw
attention to the ingenuity of smuggling networks and their ability to adapt with regard to police
tactics by concealing gold as thin sheets or cables.

Gold smuggling mostly results from the high import duty applied on gold in home markets,
which causes a clear price differential between local and international rates. This gap drives
smuggling as a profitable replacement for ordered networks and individuals seeking to profit
from the gold demand. Moreover complicating the problem are criminal organizations and
corruption among some airport staff, which makes this operation profitable and
wellcoordinated less difficult. Since gold smuggling drives the underground market and
supports money laundering operations, so depriving governments of major income from import
taxes and levies. This has a major economic impact. Socially, it undermines the integrity of
border security systems and promotes corruption, so destroying public confidence in
enforcement tools.

Reacting to this growing issue, authorities have increased their efforts to combat gold
smuggling by legal and enforcement operations. Now common in airports, advanced scanning
technologies have helped customs officials become more vigilant in identifying suspicious
passenger activities. Comprehensive luggage inspections and behavioral analysis have helped
many efforts at smuggling to be prevented. Destroying smuggling networks and guaranteeing
that offenders face legal penalties, including severe fines and imprisonment, depends mostly
on agencies like the Directorate of Revenue Intelligence (DRI). If we want to effectively
address this issue, one requires a varied approach. Important actions are lowering import taxes
to reduce the motivation for smuggling, strengthening security measures, and regularly
educating customs officials. Further helping to reduce gold smuggling and so guarantee the
protection of economic interests and improved border security is international cooperation
among law enforcement agencies and public awareness initiatives.

30
 CHAPTER 5 : FINDINGS SUGGESTIONS & CONCLUSIONS

5.1 Findings

First, I had conducted comprehensive research on articles and located them on the
internet from reputable websites and companies. After that, I created an Excel sheet in which I
divided the categories into the following: the name of the airline, the location where the
incident took place, the date, the identification of the problems and the proposed solutions, and
the website from which it was taken. I also mentioned the main theme, the subtheme, and the
keywords. I had determined my main theme by the keywords that were repeated numerous
times. After that, I identified the keywords that were most frequently used. After that, I removed
the common words from the articles and identified my main theme. I had removed
approximately forty articles and identified five main themes. After that, I analyzed all of the
newly uploaded Excel data by running it via the NVIVO software.

Some of the main operational problems the aviation sector in India deals with directly affect
airports and airlines. When a technical fault causes significant disturbance of passengers, as
happened at Bengaluru Airport, infrastructure congestion results in crowding at the terminal
and air traffic management that frequently delays flight departure and annoys customers.
Financial uncertainty is the other element mainly affecting most airlines. The suspension of Go
First's activities and the approaching Vistara-Air India merger indicate carriers' financial
situation. High running costs, changing fuel prices, and costly maintenance all further tax
airline profitability.

Flight delays and cancellements provide another major obstacle that frequently bothers
travellers and causes financial losses. Technical problems with aircraft maintenance and
inadequate operational management show themselves in IndiGo's non-padded seats and
SpiceJet's AC failure amid a heatwave. Safety and hygienic concerns have also surfaced; for
instance, cockroach infestation on aircraft and foreign items discovered in airline food suggests
low passenger safety standards. Particularly in major airports like Delhi, Mumbai, and Chennai,
security concerns related to the smuggling of gold and animals also influence the aviation
industry. The gold smuggling cleverly hides the crime by means of bodily cavities or even
embedding it in some personal objects such as cosmetic containers and food products.

Apart from this, the sector lacks enough specialists with the necessary level of preparation. The
rise in wages will therefore not be sustainable. Most airlines struggle with operational

31
inefficiencies since most of them cannot keep qualified staff. As bureaucratic activities
continue to burden the airlines, making them unstable financially, unsustainable, and
ineffective in operations, there are holes in policy and regulation that prevent business
expansion. Policies changes, strategic investments, and a network of technical development all
have to be part of solutions to such shortcomings.

Figure 5.1 : The above word cloud is for the Main Theme, Food Safety and Hygiene .

The word cloud highlights key terms related to food safety and hygiene in the airline
industry. The prominent words, such as "airline," "passenger," "flight," "food," "safety," and
"customer service," indicate concerns related to in-flight meal quality and hygiene standards.
Other terms like "hygiene," "contamination," "expired," "cockroach," "standards,"
"complaints," and "dissatisfaction" suggest issues such as food contamination, poor
maintenance, and passenger dissatisfaction. Words like "control," "investigation," "quality,"
and "report" indicate the regulatory and monitoring efforts to maintain food safety standards.

32
5.2 Suggestions

5.2.1 Improving Operational Efficiency

Operating inefficiencies in the Indian aviation industry create major problems that
cause regular aircraft delays, cancelments, and congestion at important airports including
Delhi, Mumbai, and Bengaluru. This is the most important obstacle the company faces among
others. Expanding airport infrastructure, better running runway usage, and automated check-in
systems are possible congestion cures. Moreover advocated is the use of predictive
maintenance technology to identify potential technical problems before they cause appreciable
disturbance. Also greatly dependent on the development of air traffic control systems and the
cooperation between airport authorities and airlines would be reducing delays and increasing
general efficiency.

5.2.2 Strengthening Workforce Training and Retention

One of the most important issues in the aviation sector is the great staff turnover rates
and the lack of qualified personnel for the sector. Many airline staff members—including
engineers, cabin crew, and pilots—have restricted opportunities for professional development
and pay that are unsustainable. To solve this problem, airline firms should engage in thorough
training courses working with aviation academies. These initiatives ought to guarantee that
employees develop the necessary technical and customer service skills. Competitive pay
systems, performance-based incentives, and well-defined career paths help to keep qualified
people on hand. Moreover, one can raise job satisfaction and service quality by providing top
importance to employees' well-being through better shift management, regulations supporting
work-life balance, and fair scheduling.

5.2.3 Enhancing Safety and Hygiene Standards

Safety and hygiene remain critical concerns in Indian aviation. Reports of cockroach
infestations on aircraft and foreign objects in airline meals highlight the need for stricter
sanitation standards. Airlines must enforce rigorous cleaning protocols, conduct frequent
inspections, and implement severe penalties for hygiene violations. Additionally, strengthening
security measures—such as AI-powered baggage screening, biometric verification, and
improved customs screening—can help combat smuggling activities that persist in major
airports. Upgrading cabin facilities, including improved seating, efficient air conditioning, and
better in-flight services, will further enhance passenger comfort and satisfaction.

33
5.2.4 Addressing Financial and Regulatory Challenges

The Indian aviation industry struggles with financial instability due to high operational
costs, fluctuating fuel prices, and excessive bureaucratic red tape. Reducing aviation fuel taxes,
offering financial relief packages, and encouraging foreign direct investment (FDI) can provide
much-needed financial stability. Additionally, simplifying regulatory procedures—such as
aircraft licensing and airport expansion approvals—will accelerate industry growth.
Implementing stricter quality control measures, including regular government audits on airline
maintenance and service standards, will ensure compliance with international aviation norms
and enhance industry credibility.

5.2.5 The Way Forward: A Collaborative Approach

For India's aviation industry to thrive, a collaborative effort between airlines, regulatory
bodies, and policymakers is essential. By improving operational efficiency, investing in
workforce development, strengthening safety measures, and implementing supportive policies,
India can transform its aviation sector into a global leader. Strategic planning and innovation
will help achieve long-term sustainability, enhance passenger experience, and contribute
significantly to the country's economic growth. With a strong focus on modernization and
efficiency, the Indian aviation industry can overcome its challenges and set new benchmarks
in global air travel.

If the aviation sector is to transcend these operating constraints, it must focus on

infrastructure building and development. The airports want increased capacity, better air traffic
control systems, and advanced passenger management systems to help to avoid traffic
congestion and delays. Policies including tax cuts, government-guaranteed programs, and
alternative financial sources should also be followed to help to ease the suffering of airlines.
The airlines have to concentrate, for instance, on fleet optimization, predictive maintenance,
and artificial intelligence scheduling technologies that would ensure efficient operations with
least disturbance.

Major financial and legal risks; gold and wildlife smuggling has to be halted; consequently,
security policies need to be strengthened. Strict screening rules, behavioral analytic tools, and
AI-powered luggage scanners will help to enhance airport security. Airlines also have to apply
increasingly strict cleanliness practices to ensure compliance with Hazard Analysis and Critical
Control Points (HACCP) food safety rules and therefore prevent contamination and retain
passenger confidence.

34
Other such relevant issues attracting attention are workforce development. Much needed are
developing capabilities by providing competitive pay scales and organizing well-coordinated
professional development plans within the aviation sector. The shortcomings of policies will
have to be closed appropriately. Governments have to simplify challenging procedures, support
international trade, and be ready to help the sector grow by means of adaptable policies. The
implementations depend mostly on cooperation among all the stakeholders involved in airlines,
airports, and laws.

5.3 Conclusion

Rising operational inefficiencies, financial difficulties, and security issues describe the
aviation industry at a crossroads. Although passenger demand is rising, systematic issues
include insufficient infrastructure, poor regulatory procedures, and insufficient human training
impede the industry from achieving these needs. Unless fast and targeted solutions are
followed, these problems will continue to affect general industry development, consumer
satisfaction, and airline profitability.

The aviation stakeholders might be proactive instead of reactive by means of bettering

technology, the security system, and financing for personnel training. If we want to keep long-
term stability inside the industry, government involvement will be the most vital need in
providing financial relief, policy change, and better regulatory monitoring. Modernized
infrastructure, advanced security measures, and people retention strategies will largely help to
minimize running failures, improve passenger experience, and raise financial sustainability by
means of their respective effects on running performance. By means of coordinated efforts
among airlines, legislators, and airport authorities, the sector will be able to overcome present
challenges and open the road for a more resilient and efficient future.

35
5.4 Future Scope of Study

5.4.1 Technological Advancements in Aviation

The integration of Artificial Intelligence (AI) and automation in aviation operations is

a promising area for future research. AI-driven predictive maintenance can help airlines detect
and address mechanical issues before they cause disruptions, reducing delays and improving
efficiency. Additionally, smart airports with automated check-ins, baggage handling, and
biometric security systems can streamline airport operations, enhancing passenger experience.
Research on cybersecurity threats and preventive measures is also critical as the industry moves
toward digital transformation.

5.4.2 Sustainable Aviation and Environmental Impact

With growing environmental concerns, the adoption of Sustainable Aviation Fuel (SAF)
and alternative energy sources is an essential area of study. Future research can explore the
economic feasibility of SAF, its impact on reducing carbon emissions, and government
incentives to encourage its adoption. Furthermore, the development of electric and hydrogen-
powered aircraft can revolutionize the industry. Understanding the operational and financial
viability of these innovations will be crucial for sustainable aviation practices.

5.4.3 Regulatory and Policy Reforms

The aviation industry operates within a complex regulatory framework, which is

constantly evolving. Future studies can focus on how international regulations can be
standardized to ensure financial stability for airlines while maintaining high safety standards.
Strengthening policies related to crisis management, cybersecurity, and passenger rights will
be essential in minimizing operational risks. Additionally, a comparative analysis of successful
aviation policies in different countries can offer insights into best practices for regulatory
improvements.

5.4.4 Enhancing Passenger Experience and Service Quality

Passenger expectations continue to evolve with technological advancements and

increased digitalization. Future research can explore how AI-powered customer service
solutions, such as chatbots and real-time assistance, can improve communication between
airlines and passengers. Additionally, improving in-flight service quality, particularly food
safety and hygiene standards, can help build stronger customer trust. Personalization of travel

36
experiences through data analytics and digital tools can also be explored to enhance customer
satisfaction and loyalty.

5.4.5 Crisis Management and Risk Mitigation

Airlines and airports must be prepared to handle various crises, including flight
diversions, operational failures, and cybersecurity threats. Future studies can examine
emergency response strategies and contingency planning to minimize financial risks and ensure
passenger safety. Additionally, strengthening security measures to prevent smuggling, fraud,
and terrorism at airports remains an ongoing challenge that requires continuous research and
innovation.

37
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