Zasadność wykorzystania raportów z lotów w procesie zarządzania jakością usług turystycznych w transporcie lotniczym
Legitimate use of Flight Reports in the Process of Managing the Quality of Tourist Services in air Transport

Summary/Abstract: The article presents the possibilities and advantages of using documents, such as flight reports, by cabin crew as a tool for registration of all types of faults, shortcomings or irregularities during flight, which can be an excellent source of information necessary in the process of quality management of air travel services. The other issue, of no less importance, discussed in the publication is the problem of reliability and accuracy in analysing and interpreting the information obtained from such reports. Because the very fact that they are compiled by cabin crew, either as a result of passengers’ comments or when cabincrew detect any irregularities, gives the discussed documents a significant value. The basis for the oretical and research considerations is the analysis of several hundred reports from LOT Polish Airlines flights. While a radar chart, which was modified to suit the needs of the discussed issue, is a graphical presentation of results.

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