Air transport is one of the sectors that is constantly developing in line with the expectations of rapidity, safety, service quality and comfort. The sector is constantly working on quality improvement, digitalization and sustainability in order to keep up with the changes in the world with all its actors. In this direction, understanding the expectations and perceptions of Generation Z, which is critical for all sectors, towards airline businesses, is very important for the development of the sector. The aviation sector, which is critical for the global economy, and Generation Z, which differs from previous generations due to many characteristics, constitute the scope of this study. In this context, the aim of this study is to understand the expectations and perceptions of Generation Z customers in Turkey about the service quality of airline companies. In the research, the SERVQUAL scale was used to measure the service quality of airline businesses. The population of the study was determined as Generation Z passengers living in Turkey and the questionnaire was completed by 386 participants. According to the findings, the quality dimension that Generation Z passengers attach the most importance to in airline transport is Responsiveness, followed by Assurance, Reliability, Empathy, and Tangibles. In the analysis made on the basis of dimensions, it was observed that Servqual scores were negative (−) for all dimensions. Within the scope of Generation Z, the equally weighted SERVQUAL score for the service quality of airline companies was calculated as “-0.17”. This result shows that the service quality score (servqual score) is close to meeting the expectation, as it is very close to zero, although it is negative.