Resumen
The purpose of this paper is the creation of a new framework for airlines to implement information technology systems that will aid in the prevention of service failures and passenger complaints during air travel. This framework can lower the amount of service lapses and subsequent customer complaints, helping to improve service quality and the airlines reputation through proactive monitoring of the services provided to passengers and avoiding failures. The proposed system is based upon IT systems that are used extensively to continuously monitor the airlines service infrastructure in the following ways: 1) detecting and preventing service lapses, 2) notifying passengers of malfunctions, and 3) following up with customers. The value of implementing these systems is illustrated through various scenarios that are likely to occur on commercial flights and typically result in complaints from - and discomfort for - travelers.