Abstract: In flight delay and service recovery, travelers′ main concern is how to get the best compensation. Constructive advice is offered for airlines to improve service quality. A questionnaire survey is conducted among passengers using the SERVQUAL evaluation model for flight delays′ service recovery issues and a remedial service quality evaluation of flight delays is done. The results show that the tangibles are the most important part of the five attributes. And the overall results indicate that travelers are not satisfied with their services. Finally, according to these results, conclusions are reached with recommendations for airlines to improve service quality after flight delays.

Key words:  flight delay, quality evaluation, SERVQUAL evaluation model ;service recovery