This research project investigates customer satisfaction within Easyjet, focusing on factors influencing traveler experiences. The report includes an introduction, aims, objectives, and research questions, followed by a rationale for conducting the research and a scope of the study. A comprehensive literature review explores customer satisfaction, the Kano model, and relevant research. The methodology section outlines the research type, including both quantitative and qualitative approaches, study population, and sampling techniques. The project details the plan and procedure for the research, resource requirements, data collection, and evaluation techniques. The findings are presented with analysis and recommendations for Easyjet to improve customer satisfaction. The report concludes with a presentation of the research outcomes and a reference list. The study emphasizes the importance of employee empathy, assurance, and reliability in enhancing customer satisfaction and loyalty. The Kano model is used to analyze different factors that affect customer satisfaction.