This document discusses applying Kano's model of customer satisfaction to analyze passenger satisfaction levels for an airline. Kano's model classifies product attributes as basic (expected), performance-related (expected) or excitement-related (delighting). The document uses this model to examine passenger satisfaction across past, present and future flights. It identifies things like on-time performance and meal service as expected attributes, while premium lounges and in-flight WiFi are seen as delighting. The conclusion recommends airlines use this approach to accurately identify customer needs and allocate resources to improve satisfaction over time.