Mis Delta Airlines Case

(g) Service encounters – Most Customers are eligible to use a self-service kiosk; however, Customers with the following types of reservations are NOT eligible and must check in at the airport ticket counter: unaccompanied Minors, customers traveling with pets, customers traveling on age-qualifying fares

And this SMS check in system is rare in the aviation industry at the moment. In an aviation industry, it is very hard to keep all the staffs happy as they have more than 2000 staffs just domestically. Jetstar make sure all staffs are treated equally and they are valuable for the organisation so they will provide wonderful customer services to keep the customer happy. Every organisation handle matters in different ways therefore it is very difficult for the other domestic airlines to imitate and replicate what Jetstar did. Although they might be able to copy the same capabilities or resources but it will never be the same as the value that Jetstar has created.

Short term, full service kiosks will reduce the amount of retail staff needed the double digit growth in

Self-Service Technologies are the technologies which make customers operate the service by themselves without the helping of employees (Meuter et al. 2000). Currently, SST has already been used in online operation which is familiar to customers, they always shopping(Childers et al. 2001), buy tickets or reserve a service by using company’s official websites. It is more convenient because it is not limited by the location and time, consumers could operate at any time. Moreover, SST is also adapted in the offline procedures. For example, the Automatic Teller Machine when people withdraw the money, the self-service machine in the kiosk when people buy the goods, and also the stores for the customers to purchase in the offline store, etc. The advantage of SST is that it could recognize customers’ preferences and provide the customized services for them in the next time. Therefore, SST is a new way which replaces the traditional method to serve customers, it not only benefits customers but also the corporate. In some way, the easy process of service could reduce the cost for the company(Carline,

How ? ü  Built systems for external use by travel agents to search and book flights for customers ü  Established direct-to-consumer sales portals via the Internet. ü  The adoption of e-tickets Airlines' direct Web sites provided a number of services : —  The ability to purchase flights, which made them attractive destinations for travelers performing their own Web searches. —  These Web sites housed full flight schedules for the airline, real-time information on flight arrival/departure times, fleet information, and customer loyalty programs.

The entire US airline business is facing the challenge of operating within a low-margin, high-fixed-cost environment. Its profitability is particularly sensitive to decreases in volume, either from environmental factors or from competition. Moreover, the airline business is labor-intensive. Labor costs as a percentage of revenues ranges from a low of about 25 percent for the low-fare airlines to almost 50 percent for the large, full-service airlines such as United. Delta Airline is the third largest U.S. airline in operating revenues and revenue passenger miles flown. Traditionally, the competition came from the other full-service airlines such as United Airlines and American Airlines. However, in recent years, the major

Customers have traditionally been used to dealing with live cashiers in their supermarket shopping experience and in most cases, most customers still look forward to that experience. In the research, we found greater amounts of complaints over automated than employee operated checkouts. When these machines were first introduced, it seemed like a good business idea in order to increase productivity and reduce costs but that has not been the case. Customer satisfaction continues to diminish greatly in all of the major chains that started to lay off employees and insert these machines into their daily use. This is the case especially with the 55+ age group who have found themselves in longer lines and arguing with machines when for years prior to self-service checkouts, they had the formality of the welcoming and warm words of employees at the checkouts.

Harrods opened the first airplane terminal style retail chain on the planet at Heathrow Airport in 2008. Every terminal now has its own particular store to guarantee that clients from the whole world can shop at Harrods, regardless of the possibility that they've just got a delay. Customers at airplane terminal terminals can shop expense free – so if spot something in the store you need – save 20% (the UK deals charge) by getting it at the airplane

Nevertheless, despite contrasting consumer targets, an underlying system is needed by airlines to run functionally. This primary system comprises principal inputs like airplanes, crews (pilots, flight attendants, ground staffs, etc) and data (airline 's website, check-in counters, etc), inputs are the components that are being utilised during the process of creating the product or good [31]. It also comprises principal output which is the customers – mainly, the passengers on the airplane.

ELECTRONIC SELF-CHECKOUT SYSTEM VS CASHIER OPERATED SYSTEM: A PERFORMANCE BASED COMPARATIVE ANALYSIS by Gregory E. Opara-Nadi

The study will be conducted in ABC airport to find out how the challenges facing the aviation industry affect customer satisfaction and efficiency in service delivery at the airports, and how the aviation industry can deal with these challenges in a more cost effective manner. The study will use structured survey questions at selected departure gates and the boarding areas to find out the experiences of the airline users on the basis of the parameters identified. Systematic random sampling technique will be used in the study because it is simple and its results are representative of the general population. The target population for this study will be airline travellers who uses ABC airport. A total of 2 departure gates and boarding areas for local and international travellers will be used for data collection, and 100 respondents from the 2 selected departure gates and boarding areas will be surveyed. These areas will be selected after being granted official access by the airports management and because the travellers will be

With all the technology today, it is important for airports to adapt and stay on top of improvements that make things go by faster and easier for the flyers. People are able to type in their conformation numbers, that they received in an email, and can print their own boarding passes while checking in for their flight. Everything is well organized, and set up in a way that is easy to navigate to the right place. Confusion is one of the main reasons people get frustrated, so with these new efficient ways it creates more business so the airlines can make more of a profit.

Before any technological systems, airlines took the initiative to create systems to solve issues such as informing possible passengers about whether or not they are able to book a seat. This process was very slow and required a lot of work to be done manually, bookings were usually made through telegrams, letters or even over the phone. The lack of direct communication between customers and airlines caused problems with over booking seats and under booking seats for a certain flight (Copeland, D and Mckenney, J. 1988). This made office jobs at airlines more labour intensive and stressful. Neither efficient for the customer nor the service provider. Therefore airlines created the card system, each airline office in each city would have a boards on the wall for particular flights which then had slots to represent the number of

“The world commercial airline industry is one of the most diverse, dynamic and perplexing in the world ” (Globale Airline Industry Program). The airports are exceptionally complex facilities and highly renowned for the variety of services and resources it provides to both the airlines and its users. Airlines and airports are inextricably intertwined together and none of them can survive without the other. The aviation industry is growing at an exponential rate. The demands for an effective and efficient ground handling system became the fundamental standards in successful aircraft operation and increase in airline image. The directives adopted by the 15 member states are divided into three general models, US, EU and third party models. In

In a competitive market, where customers are demanding and there are hotels to choose from for accommodation, it becomes significant from the hotelier’s point of view to make an impression which can attract the customers. Occupancy of the hotel defines the achievement of the hotel business and looking at this the hotels need to device a system that could help the customers to book their reservation well in advance.