Abstract

Flight delay, which has become increasingly drastic, not only causes substantial economic losses, but also elicits passengers’ negative emotions and reduces their satisfaction with services of airports and airlines. Nevertheless, flight delays — especially major flight delays — objectively allow passengers extra time to explore airport facilities. This offers airports and airlines an opportunity to compensate and make strategic recommendations to passengers, thereby mitigating the negative impact caused by delays. In this study, we analyzed movement of 13,994,822 devices in a major airport in Asia and investigated the impact of flight delays on passengers’ shopping and dining behaviors. Preliminary results show that flight delay significantly increases both time and time ratio spent by passengers near shopping and dining facilities.

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