Relationship between Airline Complaints and Race and Gender Prejudice of Young Chinese Customers
Keywords:Complaints, Airline, Customers, Gender, Prejudice.
This study investigated the factors that could predict the airline complaints of 81 young Chinese customers. Results of this study showed that when young Chinese customers believed that male pilots had better flying proficiency, their scores on attitude towards complaint would be higher. In addition, there were significant differences found between male and female participants on the following variables: the number of trips per year by airplane, flying proficiency, flying standards and fly confidence. Overall, airlines should try to reduce the gender prejudice of young Chinese customers, maybe by training and hiring more female pilots, so that there would be less complaints from them.