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Beyond On-Time Performance: A Dignity- and Justice-Oriented Punctuality Index for Airline Disruption Governance
Airline punctuality is still governed mainly through on-time performance (OTP), yet flight-centred threshold metrics cannot fully explain how delay is experienced by passengers whose journeys involve cancellations, missed connections, vulnerability, uncertainty, information asymmetry or loss of institutional trust. This article develops a dignity- and justice-oriented Human-Centred Punctuality Index (HCPI) as a design-science and conceptual measurement artefact for reframing punctuality as a socio-technical governance construct. The study synthesizes passenger-delay literature, service quality and recovery justice theory, trust and public-value perspectives, consumer-protection principles, Islamic ethical sources on dignity and justice, and airline KPI-governance work to construct a four-dimensional index: operational time reliability, dignity preservation, justice-oriented trust recovery and social value protection. As a conceptual design-science contribution, the article specifies a reproducible measurement architecture, construct logic, candidate indicators, normalization principles, governance ownership and a validation pathway; empirical weighting, predictive validity and cross-carrier benchmarking remain necessary tasks for future research. The proposed model advances air transport management by distinguishing delay occurrence from delay consequence and by treating communication, fairness, care, recovery speed, vulnerability-sensitive support and integrity-oriented professionalism as governable performance domains. Practically, HCPI provides airlines, airports, regulators and policymakers with a dashboard-ready framework for moving from punctuality reporting toward auditable disruption governance. Its principal limitation is that empirical weights, thresholds, predictive validity and cross-carrier comparability require future validation using linked operational, passenger-experience, complaint and service-recovery datasets.
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