An efficient airline seat reallocation algorithm considering customer dissatisfaction

Young Dae Ko, Sung Il Kwag and Yonghui Oh

Journal of Air Transport Management, 2020, vol. 85, issue C

Abstract: Nowadays, many airlines tend to provide an advance seat selection service to maximize customer satisfaction to secure market shares in the competitive air transport market. However, the preassigned seat configuration of certain flight legs can be changed often due to aircraft changes for certain reasons, such as maintenance and reservation rates. Then certain customer's seat features, such as row location, position of aisle/window, relative location, and position with the same group member can be different before/after the change, and it can lead to huge customer dissatisfaction. Therefore, an efficient airline seat reallocation algorithm to minimize customer dissatisfaction is introduced in this study, which is based on mathematical model-based optimization with several types of objective functions that reflect customer dissatisfaction levels. A numerical example is performed to validate the developed airline seat reallocation algorithm, and an additional analysis is also executed to derive important insight.

Keywords: Customer dissatisfaction; Seat reallocation; Seat configuration; Seat feature; Mathematical model; Advance seat selection service (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:85:y:2020:i:c:s0969699719305368

DOI: 10.1016/j.jairtraman.2020.101792

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