PRIORITIZING OPERATIONAL FAILURES FOR LOW-COST CARRIERS IN SAUDI ARABIA

Low-cost carriers (LCCs) operating under stringent consumer protection regulations face a critical strategicchallenge while balancing cost leadership with operational reliability when external operational failures triggermandatory compensation. This study applied Pareto analysis to identify and prioritize the vital few operationalquality failures driving passenger complaints against Flynas in Saudi Arabia domestic market. The resultsrevealed that baggage handling, flight delays and cancellations, and ticketing and reservations collectivelygenerated 80% of passenger dissatisfaction.