Create, develop, maintain and nurturing the passengers-airline relationships is crucial in a very competitive market in Europe. Relationship quality and behavioural intentions to fly again in the same airline carrier and recommend to others are core outcomes which may result from a favourable travel experience over time. However, the complexity and the multidimensional phenomenon lead us to develop a holistic framework, which posits that relationship quality and behavioural intentions do not depend on individual air-flight attributes and other individual demographic-psychological variables but on specific configurations of such attributes and variables. Thus, the framework of this study is investigated using qualitative comparative analysis and a sample of 304 passengers. Accordingly, the property space consists of all combinations of binary states, that is, presence or absence, of the 7 in-flight attributes (air quality, temperature, odour, noise, crew, layout and equipment/amenities), frequency of fly in an airline carrier, the type of airline carrier and demographic-psychological variables (age, gender, mindful) (that is, 212 combinations or configurations).

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