Assessing The Influence of Airline Lounges on Satisfaction: Evidence From Skytrax Passenger Reviews

With the increase in flight frequency and passenger numbers, the need for comfortable and high-quality lounges has become more significant. Indeed, airline lounges, which provide services such as rest areas, food and beverage options, and internet access for passengers during their time at the airport, represent an important opportunity to deliver a unique experience. Changing consumer demands are being shaped in accordance with the digital age. Customers’ expectations from services are influenced by online user reviews. Accordingly, one way to determine the level of customer satisfaction is to analyze customer reviews. The aim of this study is to investigate passengers’ satisfaction with the services provided in airline lounges at airports. In this context, the study seeks to identify current trends in passenger expectations and to reveal the effectiveness of the services offered. To this end, all passenger reviews regarding lounge services of three major Gulf airlines-Emirates, Qatar, and Etihad- collected from the Skytrax platform up to January 2026 were analyzed using logistic regression. The results indicate that among the lounge service dimensions, comfort, bar/beverages and staff significantly affect satisfaction, whereas the wifi variable has no significant effect on satisfaction. Accordingly, the study provides recommendations for determining the quality of lounge services, identifying their strengths and weaknesses, and improving services to achieve higher customer satisfaction.