1. How Ryanair developed multi-platform digital experiences
Since its establishment in 1984, RyanAir has developed from a small airline to become Europe’s favorite airline with an impressive tally of 1,800 daily flights from over 80 bases that connect to 200 plus destinations in 33 countries. One of the challenges the company and other airlines are facing today is learning how to enhance the online researching and holiday booking experience. The booking process is usually fraught with many hurdles, most of which can lead holiday travelers to make mistakes or possibly cause a hiccup to an otherwise great holiday. The matter is made worse by the existence of a large number of travel options and platforms which all look the same. The other challenge airlines must grapple with is the high rates of abandonment in online bookings.
According to Travolution, 80% of travelers abandon online air travel booking annually due to various reasons including poor user experience and window shopping. Poor user experience stems from the findings which reveal that less than 50% of all booking sites offer less desirable functionality, falling short of what many holiday makers desire. This unpleasant experience has a direct impact on airline companies bottom line, viz a
…show more content…
Statistics unveiled by Travolution indicate that £2.7 billion is lost annual by airline UK companies because of poor mobile user experience. However, there is a glimmer of hope as evident in the increased use of tablets in executing online bookings. The other ray of hope stems from the increase in the use of UX in the travel industry as a solution to growing customer demands. Today, airlines can conduct UX research through remote usability testing techniques in order to incorporate the customer component directly into the decision making
WestJet is the second-largest carrier in Canada, which mainly focuses on economic airlines. In decades past, WestJet expanded its destination network form all western Canadian cities to international scope. During this development period, IT played a important role. For example, electronic ticket is used in the airline reservation system. However, some IT-related issues also hinders the company’s development.
The airline industry not only transports passengers across the country and world but it also moves cargo from location to location. The largest segment for the airlines is general commercial passengers and business travelers. In 2004, there were 15 major airlines with 12 of those being mainly passenger carriers, the remaining three being cargo carriers. In addition to the large airlines (Delta, United, American, Southwest, Northwest), there are numerous low-cost regional carriers that have tapped into the larger carriers’ customer base. These smaller companies generally fly from smaller airports and serve a smaller amount of destination cities. Calling them a no-frills air carrier would not be far from the truth. Their goal is to move customers f...
The airline industry has long attempted to segment the air travel market in order to effectively target its constituents. The classic airline model consists of First Class, Business Class and Economy, and the demographics that make up the classes have both similarities and differences to the other classes. For instance there may be similarities between business class travellers on a particular flight, but they will not all be travelling for the same reason. An almost-universal characteristic of air travel is that customers do not fly for the sake of flying; the destination is the important element and the travel is a by-product, a means-to-an-end that involves the necessity of an aircraft that gets the customer from point A to point B. Because the reasons can differ greatly in the motivations for a customer wanting to fly, it can be difficult to divide the market into discrete segments, that is, there is always going to be overlap in the preferences and characteristics of any given segment. With that in mind, the commonalities that are shared between the clientele that make up the respective classes can easily withstand analysis.
As Frontier approached its 10th year of operation, Frontier officials realized an image shift was in order. The airline had established a reputation for friendly and reliable service, and reasonable airfares, mainly appealing to leisure travelers. But they reali...
When it comes to customer service, Air Canada has a few positives. Passengers will feel safer knowing that there will be crew members in the cockpit at all times, so an event like the Germanwings crash does not occur again. They will enjoy the lower cost of their flights, as Air Canada tries to become more competitive. In the Boeing 787 Dreamliner, passengers have improved reclining in their seats, a more modern entertainment system, less turbulence, 40% humidity (so it feels like they're sitting at home), and more advanced windows. There is a new mobile app and an updated website, so passengers can conduct their business at their convenience. The airline is also trying to focus more on customer service, with pre-filled customs form, and flight
Ryanair an Irish airline founded in 1985 has seen huge growth with workforce of just 25 to now over 9000 skilled professionals, branding themselves as Europe’s only ultra-low cost airline they are always looking for new ways too save on costs and increase on profits. This essay will draw upon, at what point they become ‘un-ethical’ i.e. the extra charges they add to the total bill e.g. a £160 charge for a name change in high season (Ryanair.com 2014,a), They have even been accused of carrying less emergency fuel to improve both fuel efficiency and competiveness (The Economist, 2013). Then justify what is morally right and wrong from the views of different ethical theories and stakeholders, in particular egoism and utilitarianism because these two theories will exhibit totally different views. Which will show different perspectives of a single action can be both ethical and un-ethical at the same time depending how you look at it.
IT governance in the airline industry is specifically tied to sales and value chain management. By the late 1990s, international travel software traditionally used by travel agencies, such as SABRE, was opened up via application programming interface (API) to web developers (Nicolaou & Schick, 2011). As a result, consumers saw the advent of internet-based travel agencies, and many airlines and other travel companies began to sell directly to passengers (Buhalisa & Licata, 2002).
The view that customers have towards overbooking of posts is negative. This negative view is because consumers look into the possibility of having all those that booked boarding the flight. Therefore, some people would have to miss despite having paid for the seats (Martinez, 2017). In the interests of the consumer, it would be unfair to make a passenger board a flight different from the one they intended to use to protect the company's profits. Consumers, correspondingly, view overbooking as an inconvenience that changes their
Airline of choice: Remain the top choice for international flights for premium customers as well a...
When a business aims to be as successful as possible in selling its products and services, it must examine in detail whether or not the products will be attractive and necessary; if the price is optimal; if the product is being distributed in the best locations; and finally, how interest and awareness can be created for the products. In order for a business to target all of these elements to the right people at the right time, it must employ the right type of marketing mix: Product, Price, Place and Promotion. In a dysfunctional time for the airline industry, most airlines, especially major carriers, are adapting the concept of "doing less with more." One low-cost carrier, JetBlue, is changing the domestic aviation landscape in this regard and is defying the odds. Here is a company that has examined each marketing mix elements carefully, has adapted them to its customer’s needs, and is succeeding because of this approach.
From the perspective of Ryanair, the major issue facing the firm is its valuation in the long-term, known as its economic value. Although the firm maintains a bullish outlook, there are diverging opinions regarding the valuation of the firm among investors. The valuations of the firm vary widely, with stock price estimates ranging from 3.05 to 7.57. This range reflects discrepancies on whether Ryanair has solid business model and fundamentals as well as numerous issues that plague not only Ryanair, but the airline industry as a whole. These issues are as follows:
British Airways has focused its mission and objectives towards satisfying its key stakeholders that include employees, customers, Government and the British public. The company has been successful in dealing with cultural differences that arise between the UK and foreign countries, adopting a geocentric approach to hiring workers. The airline has also created a flexible organisation that responds quickly to the changing needs of its consumers.
Priceline.com incurred tremendous success in its beginning years. However, the success story has been put on hold in 2000. Priceline.com is now faced with many critical issues. Recently, Priceline.com has suffered a serious beating from its investors and is now hanging on the edge of survival with both failures from WebHouse Club and Perfect Yardsale. Major areas of concerns, which will be analysed in further details later on, for Priceline.com include: contested patent techniques, poor customer service, need of new brand identity, dependence on travel industry, falling stock price, and fierce new competitors.
Ryanair is Europe’s largest low-fares, no-frills short-haul carrier. The organisation was founded in 1985 as a conventional airline but re-launched itself in 1990/1991 as a low-cost carrier, replicating American Southwest Airlines’ business model. Since then Ryanair has grown substantially and successfully. The company currently has 146 routes to 84 destinations in 16 countries, and carries more than 15 million customers annually. Ryanair aims to be Europe’s largest airline in 8 years (www.ryanair.com).
David Neelman realized his vision of creating an airlines company that is focused on customer service by starting JetBlue. During the startup phase or entrepreneurial stage, typically most of the companies go through the activities of marketing the service and /or product. But Neelman, perceptive of the industry needs, went about raising enough capital before starting JetBlue, as airlines industry is a capital intensive industry. His entrepreneurial style and previous experience enabled him to identify the core value of the service “To improve the passenger experience at a low cost” that he wanted JetBlue to provide. Neelman wanted to utilize technology to bring better customer experience at a low cost. Some of the technological activities that JetBlue planned include state-of-the-art revenue management system, paperless tickets etc. His in-depth experience enabled him to identify the external factors that would affect the business such as simple check-in and boarding process, hassle free ticketing procedures etc. This emphasized his knowledge of adapting to the ever changing customer needs. Neelman instilled the culture of...