Factors Affecting Customer Satisfaction And The Contributing Factors

1130 Words5 Pages
As you requested on February 20, 2017, I have examined the causes for the apparent decrease in customer satisfaction and the contributing factors. This report presents data describing how these factors have combined to leave customers feeling dissatisfied and looking for alternate providers and other means of travel, along with my recommendations to increase customer service and attract new customers.

Over the last year, flight problems such as cancellations and delays along with baggage issues have accounted for 50% of all consumer complaints. Ticketing, boarding, and security issues have accounted for another 15% of all complaints filed with the Department of Transportation leaving you ranked 10th among the 13 major U.S. carriers. Also,
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Along with the review of the AQR 2016; 1400 customer reviews on airlinequality.com gives you a rating of 3 out of 10 with the majority of the customer reviews reporting delays as the major contributor to their dissatisfaction.

Increased Fees
You have added additional fees increasing the average flight price by 50% since 2002 when domestic airfare averaged $300. With additional fees for ticketing and baggage, a domestic ticket now averages $450. Below I have outlined your base additional fees compared to Virgin America the number one customer-rated domestic carrier.

American
Ticketing Fees
• Non-refundable ticket change fee: $200
• Same day change fee: $75
• Reservation by phone fee: $20
• Unaccompanied minor fee: $150
Baggage Fees
• Checked bag fee; $25
• Second checked bag fee: $35
• Additional bag fee: $150 ea.
• Overweight bag fee: o 51-70 lbs: $100 o 71-100 lbs: $200
• Oversize bag: $200
Other fees:
• Seat selection fee: o Preferred seat $4-$99 o Main cabin extra: $8-$159
• Priority boarding fee: $9 Group 1
• Wifi: $16 + tax (day)

Virgin America
Ticketing Fees
• Non-refundable ticket change fee: $100
• Same day change fee: $25-$50
• Reservation by phone fee: $20
• Unaccompanied minor fee: $75-$125
Baggage Fees
• Checked bag fee; $25
• Second checked bag fee: $25
• Additional
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