The compensation effects of airlines' issue management and recovery efforts: A study in flight delay context with Abu Dhabi International Airport

Flight delays have become a prevalent challenge in modern air travel, eliciting a wide range of emotional and behavioral responses from passengers. This study explores the impact of flight delays at Abu Dhabi International Airport, focusing on how these delays influence passengers' willingness to continue flying with affected airlines. The research examines the role of airline management in mitigating or exacerbating passenger experiences during disruptions. The study investigates three main areas: the direct effect of delays on repurchase intentions, the influence of passengers perceived control over delays on emotional reactions, and the effectiveness of recovery measures in fostering satisfaction and reducing frustration. Utilizing a quantitative approach, data were collected through a structured survey to assess perceptions of delay attribution, emotional responses (such as anger), satisfaction with recovery efforts, and future purchasing intentions. Participants, representing a broad demographic of travelers at Abu Dhabi International Airport, shared insights from their recent experiences with flight delays. Findings indicate that while high levels of satisfaction are associated with stronger repurchase intentions, satisfaction alone is insufficient to counteract the negative consequences of delays. Anger emerged as a significant mediator, highlighting the crucial role of emotional responses in shaping customer loyalty. Recovery strategies, including compensation and apologies, were somewhat effective in improving satisfaction but had limited impact on alleviating anger or fully restoring repurchase intentions. Keywords: Abu Dhabi International Airport, Airline Service Recovery, Customer Loyalty, Flight Delay, Passenger Satisfaction, Purchase Intention.