Service Gap in Airline Industry

Modern airline travel has become so commonplace that it is very similar to the crowded train system of the 1920s and 1930s. In the highly competitive airline industry, while not the largest company, the company that seems to glean the most press for providing innovative solutions and customer service is

The customer segment of Jet Airways includes business and tourist travellers. The business travellers look for on time schedules and loyalty depends upon

* Stern School of Business, New York University, New York, NY 10012, (212) 9980864, fax (212) 995-4218, http://www.stern.nyu.edu/networks/, neconomi@stern.nyu.edu Copyright ©, N. Economides

However, it can be argued that having a well communicated service concept could restrict an organisation and its managers should they what to change their service or product. Johnston et al. (2012) goes as far as saying that significant changes to service concepts can expose the weaknesses in the organisation. The service concepts of Travelodge and Hilton are considerably different, a comparison of the two (appendix four) shows this. It could be said that the service concept of Hilton provides broader outcomes and customer experience, should Travelodge want to tailor their service concept to achieve similar outcomes they would have to veer from the service concept in which their employees and customers are already invested in, creating a

6. What are the factors driving change in the airline industry? How are they likely to impact the future attractiveness of the industry?

The Airline companies now a day are mainly depending on marketing to attract new customers and to maintain sustainable relationships with them by promotions, Rewards and Loyalty programs.

In recent years, full service airlines are facing different challenges including the increasing competition, market shifts and the change of customer needs. This essay is to analysis the three main difficulties faced by full service airline and suggests some improvements.

In an airline industry, customers form the core of the organisation and this is achieved by the level of customer satisfaction by voting for the airline. This expresses confidence in the airline. The airline to meet its customers expectations needs to ensure the following is adhered to:

In the airline industry, the two major market segments that can be readily identified are, (1) the Business travelers and (2) the Leisure traveler. This two segments to a large extent help airlines decide where to focus the first segment is driven by high ticket prices which helps airlines maximize the airlines yield

In any business service quality is going to “make or break” the company in the long run. JetBlue has great ideas on how to compete and how to be lower priced while still gaining profit. Customer and provider gaps are all about what a customer expects, what a customer perceives, what a customer is willing to accept, what a company understands about those expectations, a company’s communication both internal and external, and the company systems and processes (Zeithaml, et al.,2013).

It is important to develop methods and strategies for use in the airline industry to increase customer satisfaction. Airline travel is the fastest means of transportation available for the common individual. Without the factor of customers being satisfied with the overall airline service, then the number of customers would decline, the airlines would lose money, and the cost of flying would increase. To keep their customers happy and to attract more travelers to their company, an airline needs to invest in customer service training, which would then reduce customer dissatisfaction. We think our study results could lead to some useful changes in the way airlines treat their customers at the airport. Eighty-five percent of airline passengers have at least two choices of airlines to fly and more than 6o million people fly every year (AVjobs, 2010). About 35% to 40% of those air travelers are regular flyers. The way we can understand what a customer needs and wants from an airline takes time and means we need to collect information about this complex subject. We decided to focus on just two airlines to

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.

Any good businessman understands one thing-if he understands nothing else-that customer service is vitally important to the continued survival of a company. In fact, ask any small business owner the secret of his success and the answer will usually have something to do with customer service. You can have the greatest product in the world, but if you don't work on customer service-making the customer's experience as good as it can be-then you are not going to sell very much. If a recent survey from the University of Michigan is correct, this seems to be a lesson lost on the majority of airline executives these days. In fact, with

Journal of Emerging Trends in Economics and Management Sciences (JETEMS) 2 (5): 357-363 © Scholarlink Research Institute Journals, 2011 (ISSN: 2141-7024) jetems.scholarlinkresearch.org Journal of Emerging Trends in Economics and Management Sciences (JETEMS) 2(5):357-363 (ISSN:2141-7024)

As Emirates expanded rapidly, adding thousands of employees every year to its multicultural workforce, the airline faced a challenge to constantly meet/exceed customer expectations. If the Airline is to continue being the market leader and maintain a stable growth, the challenge they have is to focus on retaining the existing business and ensure excellent customer service is delivered to its customers.