“Shopping or Dining? Analyzing User Behavior due to Flight Delays” by Dr. Tuan Q. Phan
Dr. Tuan Q. Phan
NUS School of Computing
Flight delays are costly to passengers, the air travel industry, businesses, and the overall economy. Yet, there is little empirical evidence on how passengers behave and spend their time as a result of given time due to schedule disruptions. In this study, we use a large proprietary dataset on passengers’ indoor movements from a major airport and publicly available flight delay data to study how flyers spend their time due to flight delays. We find that, on average, for every ten minutes of delay, passengers spend twenty additional seconds near shops and 8 seconds near dining establishments. Furthermore, we find that passengers at lower rated airlines are more likely to spend time at dining establishment. Our findings can aid airlines and airports to better manage passengers satisfaction due to service disruptions.