Generational Differences in Passenger Intentions Toward Personalized In-Flight Services: The Moderating Role of Flight Duration

Despite substantial airline industry investment in personalized services, limited empirical research examines how generational cohorts differ in their intentions toward personalized in-flight offerings. We investigate how Generation Z, Millennials, Generation X, and Baby Boomers differ in their intentions across three service dimensions—seating, in-flight entertainment, and meal selection—while examining flight duration as a moderating variable. A survey of 476 airline travelers revealed findings that challenge conventional generational assumptions. We have found that personalized services contradict expectations that only younger passengers would embrace such innovations. However, specific preferences varied: Millennials showed strongest intentions toward customized seating, Generation X exhibited unexpectedly high preferences for entertainment and seating personalization, and Baby Boomers demonstrated stronger entertainment intentions than anticipated. Flight duration significantly influenced personalization intentions across all generations, with long-haul flights amplifying preferences regardless of age, though no interaction effect emerged between generation and flight duration, indicating contextual factors operate independently of generational characteristics

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