The purpose of this paper is to timely understand how passenger needs have changed and what is more important during their journey to enhance airline service quality. In a new era of aviation, where airline customer perceptions have changed as they have gone through the certain crisis, it is necessary to understand the changing of customer requirements that have changed over time according to the environment they are in. Delivering the satisfied customer experience by understanding the dynamic changes of customer requirement is the key to enhance satisfaction. In order to meet customer expectations and achieve highest quality levels, the aim of this research article is to identify in-flight customer experience that is aligned with customer’s needs along with in-flight service capabilities from providers to deliver the customer service experience. Ethnography is employed to understand the dynamic changes of customer requirement. Kano model is applied to analyze in-flight service attributes by customer perception surveying to determine their satisfaction. Quality function deployment and DEMATEL are research tools to link the relationship between customer requirement and service capabilities to sustainably enhance in-flight service quality. The result implies significance of hygiene as service dimension in post-Covid. In-flight cleanliness and hygiene, hospitality and service minded and complimentary high-speed Wi-Fi are the most attributes required from customer when travelling. Meanwhile, sufficient rest before next duty for physical recovering, mitigating intensity of cabin and service tasks including comfortable facility of aircraft features are determined as in-flight service capabilities from service providers to achieve the customer requirements.