The aim of the research is to investigate passengers’ money spending and behaviour when a
delayed flight is announced at Milano Malpensa Airport.
The literature review contextualizes the airport environment and helps draw seven
This study is carried out following a positivism philosophy and a deductive approach.
A quantitative survey strategy is adopted. The study is cross-sectional and carried out on
July 6th and 7th. A structural interview is conducted with a sample of 100 individuals.
Data are analysed with the software R. The findings appear in diagrams and chart and
results include Descriptive and Inferential statistics.
It can be stated that a delayed flight affects consumers’ behaviour, generating anger,
frustration and need to complain. Money spending is influenced as well, since it increases
when the delay occurs.
Not only strengths of the study are mentioned but also weaknesses, important to draw
future recommendations and to discuss implications obtained.