In this paper, the heterogeneity in passengers' perceptions of airlines' services has been investigated by using a Random Parameter Mixed logit model. To calibrate and validate the proposed model, data from a Stated Preferences choice experiments was used. The survey was conducted online and involved the whole population of the University of Calabria (Italy). The experiments were designed by considering the main service attributes characterizing air travellers’ experience in its entirety: before, during, and after the flight. Differently from the previous studies using Stated Preferences survey, two different groups of choice experiments were designed: the former referring to before/after the flight stages, and the last referring to during the flight experience. For each group, specific attributes were considered.

Final findings remark that flyers' perceptions on airline's services vary among the different service aspects and among individuals. Specifically, we found that curtesy of cabin crew, space available, temperature, cleanliness, service on board and ticket cost are attributes referring to the during the flight stage of the travel that showed heterogeneity in passenger's perceptions. On the contrary, the attributes referring to the before/after the flight stages for which we detected heterogeneity in passengers' perceptions are waiting time at check-in, delay of flight departure, and ticket cost.

在本文中，使用随机参数混合 logit 模型研究了乘客对航空公司服务感知的异质性。为了校准和验证所提出的模型，使用了来自陈述偏好选择实验的数据。该调查是在线进行的，涉及卡拉布里亚大学（意大利）的全体人口。设计实验时考虑了表征航空旅客整体体验的主要服务属性：飞行前、飞行中和飞行后。与之前使用陈述偏好调查的研究不同，设计了两组不同的选择实验：前者指的是飞行阶段之前/之后，后者指的是飞行体验期间。对于每个组，都考虑了特定的属性。

最终发现表明，乘客对航空公司服务的看法因不同的服务方面和个人而异。具体来说，我们发现机组人员的要求、可用空间、温度、清洁度、机上服务和机票成本是指在旅行的飞行阶段表现出乘客感知异质性的属性。相反，我们检测到乘客感知异质性的飞行阶段前后属性是值机时的等待时间、航班起飞延迟和机票成本。