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Business travelers’ ticketing, refund, and exchange behavior

Author

Listed:
  • Jay Graham, R.
  • Garrow, Laurie A.
  • Leonard, John D.

Abstract

This study investigates when and why business travelers make changes to their airline itineraries. Results are based on tickets purchased over a 9-month period by employees of a university in Atlanta, US. The ability to track repeat passengers purchases across time allows analysis of how passenger cancellation behavior differs by frequency of travel as well as by carrier. Results indicate that frequent travelers and those purchasing from Delta versus AirTran are more likely to request ticketing changes. Other factors influencing cancellation behavior include the time from ticket purchase, time before flight departure, and whether the itinerary is for the outbound or inbound portion of a trip.

Suggested Citation

  • Jay Graham, R. & Garrow, Laurie A. & Leonard, John D., 2010. "Business travelers’ ticketing, refund, and exchange behavior," Journal of Air Transport Management, Elsevier, vol. 16(4), pages 196-201.
    • Handle: RePEc:eee:jaitra:v:16:y:2010:i:4:p:196-201
    DOI: 10.1016/j.jairtraman.2009.12.002
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    References listed on IDEAS

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    1. Mason, Keith, 2006. "The value and usage of ticket flexibility for short haul business travellers," Journal of Air Transport Management, Elsevier, vol. 12(2), pages 92-97.
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    Citations

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    Cited by:

    1. Cirillo, Cinzia & Bastin, Fabian & Hetrakul, Pratt, 2018. "Dynamic discrete choice model for railway ticket cancellation and exchange decisions," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 110(C), pages 137-146.
    2. Uğur Arıkan & Sinan Gürel & M. Selim Aktürk, 2016. "Integrated aircraft and passenger recovery with cruise time controllability," Annals of Operations Research, Springer, vol. 236(2), pages 295-317, January.
    3. Wu, Cheng-Lung & So, T.H. Hanson, 2018. "On the flight choice behaviour of business-purpose passengers in the Australian domestic air market," Journal of Air Transport Management, Elsevier, vol. 72(C), pages 56-67.
    4. Chiew, Esther & Daziano, Ricardo A. & Garrow, Laurie A., 2017. "Bayesian estimation of hazard models of airline passengers’ cancellation behavior," Transportation Research Part A: Policy and Practice, Elsevier, vol. 96(C), pages 154-167.
    5. Uğur Arıkan & Sinan Gürel & M. Aktürk, 2016. "Integrated aircraft and passenger recovery with cruise time controllability," Annals of Operations Research, Springer, vol. 236(2), pages 295-317, January.

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