Low-Cost and Conventional Airlines: Customer Satisfaction and Loyalty

The present article exposes the evaluation of customer satisfaction and loyalty levels in low-cost and conventional airlines in Colombia. The approach was quantitative; a survey was applied to 421 users at El Dorado airport, Bogota. The gap that separates these types of airlines is becoming smaller, although there is still a differential between customers' expressed satisfaction. The low-cost model makes its passengers less satisfied and, therefore, less loyal. There is a high correlation between satisfaction and loyalty: 0.81 for traditional airlines and 0.85 for low-cost airlines.