CUSTOMER SERVICE CASE STUDY: AIRLINE PROBLEM An airline flight from Tampa to Memphis is cancelled due to a fuel line brake. The passengers are instructed to deplane and go to the gate counter to be rebooked on other flights. It is late in the evening and only a few flights are available with limited seating. There are 135 people that need to be rebooked and only two gate attendants to assist the passengers. The lines are long and patience is growing thin because only a few can be rebooked for flights that night. The balance won’t get a flight until the next morning. (Use sound customer service problem solving steps and strategies you’ve read in the book in responding the questions.) 1. You’re the supervisor on duty. What are …show more content…
It is late at night so emotions are high and so the airlines are going to have to be friendly and quick about helping people. Also, the airline have to make sure people get their luggage and none gets left behind. Some people must get to Memphis others can stay back. You also have to make sure families stick together and don’t get separated. 2. How would you handle the immediate and potential problems for the travelers? For the people that must get to Memphis put them on another flight. But for the people that can wait a day book them a hotel room and give them transportation. Whatever the problem is I would apologies and try to assist then with. I would go to whatever extent to meet their expectations. If I could not help them with the problem I would find someone that could. 3. What would you do for those travelers that cannot get rebooked that night? I would get them another ticket on another airline. If that does not work out then I would book them a hotel and transportation to the hotel. Also I would give them a food ticket so they could eat dinner and breakfast in the morning. Lastly I would reward them with discounted tickets of their destination for going through the
Increase the utilization of the resources (planes, employees, gate space). They optimized the operational logistics and activities to give more operational hours and hence increasing the volume again. Employee working hour policies were changed to reduce overheads by eliminating hotel stays for flight attendants
It’s the day before Valentine’s Day, you are eagerly waiting to get home to your significant other so you can celebrate the day of love, and you load your flight and hit the runway to take off. However, you sit on the runway for six hours waiting only to find out that you cannot leave. This was the tragic realization for many passengers who choose to fly with JetBlue on February 13, 2008 (Hanna). On that day, only 17 of the 156 flights scheduled left the airport (Hanna). More and more flights were canceled over the course of a week, leading to 1,096 flights in all and more than 130,000 angry customers (Smith). Finally, on February 20th flights resumed as usual but as you can imagine there were a lot of unhappy customers to deal with (Hanna).
“What time should we leave? Two hours in advance? Three? Four?” Millions of people ask these questions each year before boarding a plane. Between driving, security, walking to the gate, and getting settled, boarding a plane exhausts travelers. But out of all of these different activities, one frustrates and restrains travelers the most: TSA security. People ask why they need all this security, complain about the inconvenience it causes, and ultimately annoys people to no end. Created after 9/11, Transportation Security Administration, or TSA, nationalized airport security, increased screening duration, and supposedly increases security on flights. However, statistics say these added security measures never come to fruition and potentially cost more lives than they save.
Several large scale, interrelated conditions have affected the airline industry over the past several years in such a manner that every carrier has had to respond in order to remain viable and competitive.
passenger enplanements, Hartsfield-Jackson Atlanta International Airport is classified by the most recent National Plan of Integrated Airport Systems (NPIAS) Report as a public use primary large hub commercial service airport (Federal Aviation Administration, 2016). It is the world’s busiest airport. CY15 enplanements were 49,340,732 and it’s estimated to have roughly 46,604,273 enplanements yearly between 2017-2021. With such a broad scope of operations and complex, ongoing projects, ATL utilizes a layered management structure as described by Wells and Young. The top job positions are General Manager, Airport Deputy General Manager, Assistant General Manager of Commercial Development, Assistant General Manager of ATL Business Ventures, Assistant General Manager of Public Safety and Security, Assistant General Manager of IT Operations, Assistant General Manager of Operations, Maintenance and Transportation, Assistant General Manager of Finance and Accounting, Assistant General Manager of Planning and Development, Director of Guest Relations, Director of Policy and Communications, Director of Strategic Planning, and Director of the Office of Public Affairs (Hartsfield-Jackson Atlanta International Airport, 2016).
Pam Evan said from patch.com “Real Estate, while many people assume that the job is all about buying and selling, the truth is that it is in the business of serving. Yes, real estate is a way to make a living; however, unless it can provide great service to the clients, the industry potential is incredibly limited. With that in mind, customer service is hugely important and it goes far beyond simply understanding what the client wants and needs.” Source: http://patch.com/georgia/cumming/the-importance-of-customer-service–marketing-in-real-estate Customer Service is in every industry.
1- Issues The main issue of this case is the lack of profits of the airline industry, an industry that should be more than profitable due to the large amount of customers, the necessity of using airlines’ services and the high prices charged by most of these airlines. What we are going to deal with is, why is this happening? And how is American airlines dealing with this problem?. To be able to discuss how American airlines wants to regain profitability, we must identify and analyse different issues such as, the company’s background, the airline industry as a whole, the demand for air travel, the marketing strategies, the distribution systems, pricing policies etc.
have a limited effect on the “flight schedule” as only about one third as many flights were
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
First of all, service. Every flight had to be good service. Service is not necessary for short flight . For example you flighting Ankara to İstanbul you not looking good service. But ıf you flight Turkey to America now you looking good service. Some airplane had pub, chair and table and something like that . There is some information about service rules : The AFIS operator provides flight information service including, traffic information, meteorological information, information on runway state and other information useful for the safe and efficient conduct of flight. The pilot must use this information and make up his own mind about e.g. flight route. In TIZ and TIA the pilots are responsible for separation to other flights
I am a customer service representative at a health company funded by the state. I hear a lot and a lot is expected from me. My job description consists of talking to members over the phone. I explain about their benefits, services that we offer, obtain personal information, I verify authorization, look for provider and etc. With being the first point of contact I try hard to deliver the best customer service that I possibly can; so that I can show that I really cares about the members. The three core values that help me work with my customers are respect, honesty, determination, these three values has shaped me into the young lady that I am today, but most importantly they help me provide great customer services.
According to David Jobber (1995), marketing- oriented organization endeavor to create customer value with a specific end goal of attracting and retaining customers. Their main aim is to deliver better esteem to their targeted customers. In doing as such, they actualize the advertising idea by meeting and exceeding customer’s needs better than the competitions.
Customer Service is the act of dealing with the customers needs by giving and delivering professional, helpful, high quality service and help some time recently, amid, and after the customer's requirements are met.
In most careers today, human interaction plays a key role in day to day work. Usually, people work with other people in their line of work. Even one man jobs deal with people at one time or another. In a lot of careers, people are helping other people. Sometimes, it’s hard to help someone when you don’t fully understand how to deal with what they are feeling or going through. That’s why when people are taking the path to many careers through college, they often end up having to take a psychology class of some sort. Psychology helps us better understand people’s emotions and actions. It can help people study others personalities and behaviors and come up with theories or hypotheses. Taking psychology can benefit almost every career out
Customer Relationships is about building a relationship of trust and convenience. A customer wants the company they are working with to be intuitive. To know their needs before they do. They want to feel respected, they need to believe you are honest and have integrity. This relationship breeds comfort and familiarity and causes the consumer to continue to do business with your company. This relationship that is built develops a personal relationship, like a friendship and it is one that the consumer cannot get from the store down the road and it is that personal touch of sincerity, of knowing their needs, of servitude that will turn them into lifelong branded customers.