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This study examined the factors influencing willingness-to-repurchase for each class of airline service, and integrate the constructs of service quality, satisfaction and willingness-to-repurchase which were rooted on Engel-Kollat-Blackwell (EKB) model. The study focuses on the domestic and international arrival of passengers at Murtala Muhammed International Airport in Lagos and Nnamdi Azikwe International Airport in Abuja. Information was gathered from domestic and foreign passengers who had post-purchase experience and had used the airline's services more than once. The survey data were obtained concurrently from arrival passengers at two major international airports using an electronic questionnaire through random and purposive sampling techniques. The data was analysed using the ordinal logit model and structural equation model. From the 606 respondents, 524 responses were received but 489 responses were valid for data analysis and reporting and were obtained mostly from economy and business class passengers. The study found that the quality of seat pitch, allowance of 30 kg luggage permission, availability of online check-in 24 hours before the departing flight, quality of space for legroom between seats, and the quality of seats that can be converted into a fully flatbed are the major service factors influencing willingness-to-repurchase economy and business class tickets. Also, it was found that passengers' willingness to repurchase is influenced majorly by service quality, but not necessarily influenced by satisfaction. These results reflect the passengers' consciousness of COVID-19 because the study was conducted during the heat of COVID-19 pandemic. Recommendations were suggested for airline management based on each class.

COVID-19 pandemic has heavily affected worldwide. One of the major industrial sectors impacted by COVID-19 virus is the travel and hospitality, and it has resulted in extreme level of unemployment in travel and tourism industries especially hotels, restaurant chains, street food caterers and bars. Cancellations of events, conferences, conventions and sports leagues are instantaneously causing severe impact on the travel and tourism and hospitality industry. The unemployed workforce is facing numerous mental health challenges in the form of depression, anxiety, hopelessness, lack of confidence and loss of interest in life which are leading them to maladaptive coping mechanisms like suicide, alcohol and substance abuse. This chapter discusses the following topics:

Nepal’s rich cultural and natural heritage – the basis of a flourishing tourism industry that contributes 8% to the country’s GDP – suffered heavily during the Gorkha earthquake that shook the country in April 2015. Recovery was challenged by a political-economic crisis that hampered mobility and delayed access to resources. Given the economic importance of tourism to Nepal, a revival of this industry was considered vital by public authorities and private sector representatives. This chapter discusses the response mechanisms of the tourism industry in Kathmandu to two sequential, overlapping stressors that brought challenges to the business sector beyond the usual. Interviews with hotel managers and owners, tour operators and trekking company owners have revealed that coping strategies varied from business-as-usual to completely new paths. To what extent do multiple disruptive events challenge a tourism industry to diverge from established paths of economic development? How did Nepal revive its tourism industry? In-depth interviews with tourism industry stakeholders brought forth evidence of unusual collaborative action towards a quick restoration of tourist arrivals and a positive image of the destination. Furthermore, a handful of companies have shifted their entire business strategy.