Andreia Gonçalves

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The aviation industry plays a vital role in supporting economies and connecting people worldwide; it is a cornerstone of modern life. However, user experience of air travel is often marked by frustration, stress and confusion. Indeed, over the last decade, traveler satisfaction with air travel experiences has steadily declined. This paper describes(More)
The aviation industry is fundamental to today's connected global economies, rapidly and effectively linking people, places and cultures. However, aviation struggles to provide a high quality of service; air travelers typically report dissatisfaction and frustration with their experiences. This paper describes fieldwork in the form of 63 interviews that aims(More)
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