Identifying what drove Consumer Satisfaction at Domestic Air Terminals in India during the COVID Era: An Exploratory Study

The Covid 19 pandemic ensured that all nations and communities locked themselves and social-distancing became the buzzword. After an initial spell of a stringent lockdown, the Indian airspace opened to traffic – albeit with severe restrictions in place. Consumers of the domestic air travel in India, earlier, were a heterogenic and a majorly hedonistic segment and enjoyed the plethora of facilities offered at the terminals. Now, however, the consumers are majorly utilitarian and more focussed on health and safety measures. This behaviour is glimpsed in this research, which can be a guidance to Consumer Studies in similar Black Swan events