With the many options that are in the travel market today, airline customer service has to be top notch in order to gain repeat customers. Needs and expectations of the customers Airline customer services have deteriorated in the recent years due to growth of the travel industry. There has been lack of amenities. The airlines use the 9/11 events as reason for their actions by justifying it as economical necessity. Further implementation of newer technology for security screening has added to the frustration of the customers. There is also the matter of the employee and customer relation. This is usually transmitted from the management level. The way they are treated by the management, which in turn is reflected in the employees’ behaviour towards the customers, affects the employees’ morale. Airline companies are constantly in competition with each other for every customer, but even then they are not making the necessary investment in the customer service department. It is not logical for the travel industry professionals to believe that the customers expect 100% efficiency in the airport services. Mostly customers expect some failure in service but at the same time they expect every effort from the Airline Companies to maximise service efficiency. Service failure can occur when the customer’s expectation regarding the level of service is not met. Customers’ expectations too vary. ...
The idea was that if the Passenger Bill of Rights was passed through the Congress, then there could be a set of guidelines to perform service to the customers and there could be penalty where there will be non-compliance. Over the years, customers’ tolerance level on bad service has declined. Based on this the airport companies feel there is increased possibility of air rage among customers. A study has been made on customer’s perception towards air rage. There are certain physiological and physical factors over which the airlines have no control like flight delay owing to poor weather. In such case even though the customers perceive this as bad service they still do not have the propensity to air rage. The study has further shown that there is a decline in the customers’ expectations for high level of airport service. Many people feel that flight delays, overbooking and cases of lost baggage are common occurrences these days. If this is true then the customers hold these expectations while traveling long distance in flights. In such cases air rage occurrences get suppressed. Airline customers feel that they are entitled to certain privileges and if they are not granted, the customers are inclined towards more aggressive behavior. Dissatisfaction can arise in customers when there is bad service after good service. One way of moderating customers’ perception of bad service is to provide positive act after a poor service. If airline services can make up for any poor service then the customers may not approve of air rage. Reducing the customers’ negative attitudes towards airlines can create customer satisfaction. Hence the airline company should take every
Airline Customer Service In today’s world of jet age, it is imperative that the customers of any airline company be made to feel comfortable and customer satisfaction is vital with respect to his or her transactions and interaction with the company and its service…
The magic key in today’s market became Service Quality; this concept is widely spreading and became highly weighted customer priority. Maintaining high service quality is a competitive edge for any firm; companies now are very much concerned with that concept investing and focusing on the service quality to maintain the differentiation and survive in the new global world.
Historically, airline services were partially regulated, because of oligopoly and monopoly concerns, as only a few airlines provided flights that were direct between cities. The aim of the United States airline deregulation was to control entries and reduce prices in the transport system in the United States.
What this means for the organization under consideration is that it has to implement service quality which has never been seen by the people at large, and which shall change the course of their actions in the coming times. The importance is derived from the understanding that service quality shall be enhanced to serve the people better and to give them diligence which would be exhibited in more than a single way.
Specifically, airlines take extensive measures to ensure that their service, food and beverages quality is at par with their competitors. Sadly, Saudi Airline has not been able to deliver in accordance with the invested trust and expectations of their customers.
As the paper declares organizations in both the private and public sector have been affected by various economic hardships and competition whereby organizations have to fight for the attention of the customers. Government agencies are now required to account for and minimize expenditure and upgrade services delivered to the citizens.
Singapore airline is one of the leading carriers. It has an outstanding performance that outweighs its competitors. It carries approximately 16 million passengers per year, spans 5 continents, and 59 cities. Singapore airlines aim at providing best flights, best products, and best services. It has developed two strategies i.e. innovation and service excellence.
Similarly, the airline industry provides freight services and cargo ferrying from one destination to another at a fee. Large airline companies have large aircrafts that transport large cargo and many passengers. On the other hand, some companies provide the transport services through small aircrafts that carry just a few people.
In 2009, it has received the Best Airline Based in the Middle East /Sub Indian Continent by the OAG Airline Industry Awards. Aside from that Business Traveller Middle East Awards also gave Emirates air the following: Best Airline, Best Regional