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Cathay Pacific : The Top 7 Airline Company Essay

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Cathay Pacific is a Hong Kong based airline company that have been rated one of the top 7 airlines. It was ranked the 8th most profitable airline in terms of net profit in 2012, serving more than 170 destinations in 42 countries (Tough Nickel). The success of Cathay Pacific ties to its mission: offering quality service from heart. This study will analyze the business model of Cathay Pacific referring to Chapter 2 and explore how did the company use technology to achieve its mission and became the top 7 airline company in a short period of time.
Airline industry is a highly competitive and demanding market, which is generally divided into four categories by the U.S. Department of Transpiration (DOT): International, National, Regional, Cargo (airlines that transport goods). Cathay Pacific mainly focus on international and cargo sector. To differentiate the company from others, Cathay Pacific obtains its competitive advantage by establishing a global image, “Heart of Asia”; creative advertising campaign; successfully enter the mainland China market with Dragonair.
The first advantage is Cathay Pacific always positions itself as “Heart of Asia”, a recognition of Cathay Pacific being a premium carrier in Asia. To achieve the mission, Cathay Pacific developed various way to connect to its customers. Handling complaints from customers is big part of customer relationship management (CRM). Cathay pacific dedicated to improve the efficiency of customer service. The company invested

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