Ettihad Airways Case Study

Customer service involves a consideration of what is needed to treat the customers in a desirable

Customer service is a term which means a measure of how well products and services meet or exceed the customer's expectations. It is important to have this within a business as it creates a good relationship with the client and you gain their trust, It increase customer life time value and retains customers to stay with your company and have repeat sales. Having good customer service will also reduce negative feedback such as bad words getting around about the company.

Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Good customer service is

That same year, China Southern Airlines also won the “SKYTRAX 2011 World Most Improved Airline”.

American airline industry is steadily growing at an extremely strong rate. This growth comes with a number economic and social advantage. This contributes a great deal to the international inventory. The US airline industry is a major economic aspect in both the outcome on other related industries like tourism and manufacturing of aircraft and its own terms of operation. The airline industry is receiving massive media attention unlike other industries through participating and making of government policies. As Hoffman and Bateson (2011) show the major competitors include Southwest Airlines, Delta Airline, and United Airline.

Rome, December 1, 2015 – Alitalia wins the award for "Best Airline Cuisine" for the sixth consecutive year as the best airline for the quality of the meals served in Business Class.

American Airlines is the world’s largest legacy airline (Taube, 2014), operating nearly 6,700 flights daily to 350 destinations across 50 countries (American Airlines, 2017). American Airlines operates out of 10 main hubs and numerous spoke cities throughout the United States and Internationally. American Airlines business model is aimed at the premium customer market of business and international travelers as well as leisure travelers who want to enjoy the flying experience and the comforts of flying. American Airlines offers main cabin and first class (for transcontinental flights) and business class (short-distance international flights) structures for their flights. On long distance international flights, flagship first and flagship business classes are offered for “elevated” and “personalized” experiences.

Being a global company founded in the year 1972, Singapore Airlines has become one of the world’s largest and most successful airlines over the last forty years, focusing on providing a well rounded customer experience and ultimate luxury service, with their tagline “A Great Way To Fly”.

The success of Emirates can be attributed through a combination of marketing mix which emphasize on excellent customer service, product and equipment. In addition, Emirates is known for its commitment to the highest standards of quality in every aspect of their business, providing premium service be it in first, business or economy class. We will look into a few P’s of the marketing mix that Emirates currently employ to become one of the most profitable

Qatar Airline’s goal is making the airline become the customer’s choice, offering the flight that customers want, and flying to the destination the

Success for commercial airline companies is determined by their profit and their profitability is increased by making the most of satisfying their customers and retaining loyalty. Survey results in 2007 indicated that “airlines have work to do to improving customer satisfaction,” (AP, 2007). Delta Airlines ranked among the lowest and Southwest Airlines ranked among the highest in the survey areas of overall satisfaction, intentions to be a repeat customer, perceptions in expectations, value and

One of the world’s most competitive and prominent industries is the airlines industry. It generates huge amounts of income as well as employment each year. Some of the common names in US air travel service providers are Alaska, Northwest, Southwest, US airways, American etc.

Etihad Airways is committed to the growth strategy of cooperation to get the scale needed to compete in the global air transport market. Beyond organic developments, the airline has a strong base of code-share partners, offers access to hundreds of destinations that are not served by its own aircraft. In 2013, Etihad Airways has signed a new code-sharing agreements with seven airlines - South African Airways, Kenya Airways, Air Canada, Korean Air, Air Serbia, Belavia and airBaltic. Code-sharing refers to a practice where a flight operated by one airline is jointly marketed as a flight for one or more other airlines.

The second factor is (R) whether the companies’ resources are rare. Since Etihad Airlines is an aviation company and not any company can operate and open airlines the time they want. Airlines companies must have the skills and operations to success in this sector. Resources such as oil, is rare to an extent and the prices are subject to change because of other countries influences. However, since Etihad is in the Gulf region where oil is one of the countries resources, it is not an issue. There are few companies operating and having a sustainable competitive advantage, Etihad is considered one of

Emirates Group is one of the fastest growing airlines and the market leader in the Middle East. In recent years they have mainly focused on network expansion which may have compromised the attention that needs to be given to maintaining its high standards of customer service.