Introduction A business is actually run by the customers that it serves. It is essential that the customer’s expectations are fulfilled and the perception of the customer is continuously monitored in order to improve the service or product quality of any organization. This study is also focusing on the same theme to evaluate and absorb the perception of the customers regarding service quality of the airlines in Cyprus. Although the airline industry is very well spread throughout the world and there is increasing competition in the airlines as the international routes and international flight services are developing. This further increases importance of any such study that depicts the customers’ expectations and perception about the service quality of any airline. In order to evaluate the service quality of any airline, it is essential that the factors that determine the service quality of any airline in view of a customer are first identified and realized as critical factors. Such factors need not only be identified rather there would be a prioritization amongst them to properly analyze which factors weigh more and which elements to be given high importance while going to improve the quality of the service in an airline company. Since all airline companies actually tend to monitor their service level and for this purpose, they manage to follow specific procedures and standards so that the quality of the service does not rely on the individuals or uncertainties. However, there may be difference between what an airline company perceives about the customers’ expectations of the service quality and what the customer sees, this study also highlights that how this gap can be overcome to align the management of the service with the improvement in the quality as perceived by the customers. Since there is not much literature available individually on the customers’ behaviour and perception about the service quality factors for the airline industry, however, general customer perception and some relevant literature are used to capture the theme of the study entirely. This literature encompasses the identification and evaluation of the factors that are critical in terms of realizing the service quality of an airline company while it also refers to the studies that have been previously conducted in the same direction. It will support in determining the service quality level perception of the customers in an airline company and also the ways that can be integrated with the management in order to improve the service quality of an airline company, particularly in the region of Cyprus. This would help in converging the focus of the study from a general perspective of service quality of a customer to the more specific perception of customer of the service quality of an airline company in Cyprus. Service and Service Quality Review Service Services are something that a consumer buys, but does not necessarily realize it as a tangible item. Kotler refers to the services in comparison to consumer goods as intangible, perishable, inseparable, and variable. Usually, services are offered along with some tangible items that help get the service level acquired as required and it is referred to as Service Package; however services themselves are not real and cannot be stored. These are something that is consumed as soon as they a