This report critically evaluates customer satisfaction and quality management within Easyjet, a major airline company. It begins with an introduction to the importance of air transportation and the need for airlines to provide excellent services at economical prices. The report then delves into the background of the study, highlighting key factors such as service quality and customer satisfaction. It defines quality management and its key components, followed by a critical evaluation of quality issues in the airline sector, including inefficient marketing, lack of communication, poor service quality, employee dissatisfaction, and low customer satisfaction. The report analyzes Easyjet's responses to these issues, including SERVQUAL analysis and the implementation of Total Quality Management (TQM). It offers recommendations for improvement, such as control charts, share price recovery strategies, enhanced communication, and new marketing campaigns. The conclusion summarizes the key findings and emphasizes the importance of continuous improvement to ensure customer satisfaction and business success.