Case Of Airlines Essay

3207 words - 13 pages

Case Analysis – Tale of Two Airlines


Neglect and inconsistency in applying standard operational strategies and procedures can make a significant difference in meeting the expectations of passengers, affects passenger loyalty and have potential consequences on the ability of an airline to retain existing customers and attract new ones. In the information technology age “technology is only a small enabling piece of a total service concept.” How can an airline cause information technology, operations strategy, management control, empowered/unempowered work force, and service management to come together to produce customer satisfaction ...view middle of the document...

Past experience with the 1985 network infrastructure followed by the Internet era of the 1990’s, would understandably equate to Professor McPherson assuming that this would have resulted in an increase in the communication network between airline personnel of the incoming Delta Airlines and the outgoing British Airways flight resulting in him making his connection and getting to the final destination as scheduled. It was not expected that with such a significant change in the business landscape of the 1990’s that the information technology support and communication channel available would not have been adequately utilized by personnel of British Airways making them aware that Professor McPherson (a Gold Card priority member with a first class ticket) would have arrived at the gate on time to board his flight, which had departed earlier than scheduled to London.
Did the airline staff/personnel of both airlines actually attempt to make a difference in all instances to make their first class gold card customer satisfied?

In the case of the two airlines, it was noted that there was a distinct difference between the personnel of Delta Airline versus that of British Airways. The Delta employees seemed to have a greater level of employee motivation, involvement, enthusiasm and satisfaction. They seemed to have felt a sense of empowerment and as such the quality service that was rendered to passengers is a symptom of how engaged and motivated they were. Given that Professor McPherson’s flight history was stored in the airline’s database enabling easy access, greater effort should have been taken to ascertain information for passengers with connections, such as Professor McPherson. Gate agents have the ability and authority to view each passenger’s flight information. The British Airways gate agents should have verified that the Professor had boarded the Delta flight (through real time information) and also had the ability to make the connection to London. In this regard, by using Delta’s information system, the British Airways personnel should have recognized that the Professor (a First Class Gold Card Customer) was scheduled to have connected to their flight destined to London. Additionally, British Airways had the capabilities to utilize the inter-connectivity among the airlines information systems to indicate that Professor McPherson had boarded the flight; to obtain the status of the incoming flight; to identify connecting passengers and also to determine whether the Professor had adequate time to connect after disembarking the Delta airlines flight. With none of the above measures being undertaken, this demonstrated gross negligence on the part of the management, gate agents and all associated personnel; as it meant clearance would have then been given for the airline to depart without all intended passengers aboard. The Delta gate agents also had a responsibility to ensure that the Professor made his connecting flight, since it was...

Other Essays Like Case of Airlines

Singapore Airlines Essay

5055 words - 21 pages C AS E 14 Singapore Airlines: Managing Human Resources for Cost-effective Service Excellence Jochen Wirtz and Loizos Heracleous Singapore Airlines (SIA) has managed and organized its human resources (HR) to achieve sustainable competitive advantage and outperform other airlines in its peer group for decades. The case describes the role of HR in SIA’s pursuit of the apparent conflicting objectives of service excellence and cost

Kingfisher Airlines Essay

3866 words - 16 pages Marketing Strategy Analysis Professor Henry Robben Satpal Daryanani ‘202 million delighted customers by 2020’ Understanding the present of Kingfisher airlines domestic services and analyzing the options available to achieve their BHAG ABOUT THE COMPANY Kingfisher Airline is a private airline based in Bangalore, India. Around 66% of Kingfisher Airlines is owned by Mr. Vijay Mallaya United Beverages Group through his holding companies

Continental Airlines

1627 words - 7 pages the project since it is they who allocate the funds which turn the wheels of changes in the organization. At all stage of implementation, management must monitor and change the process if necessary (Mohini and Dianne, 2004). In the case of Continental Airlines, Janet Wejman who were the Chief Information Officer noted in the case which the management team treated the new technology as a progress continuity that Continental had made. In this case

Qantas Airlines

1713 words - 7 pages QANTAS AIRLINES Case Study Part B Table of Contents 1.0 Identify possible interventions for the misalignments in Qantas2 2.0 The Framework for Implementing Change3 2.1 Qantas managed recent change as it is outlined in the case3 2.2 The weakness that will impact on future change efforts. 6 3.0 Evaluation and recommendation for Qantas airline7 2.1 Evaluation for Qantas7 2.2Recommendation for Qantas. 7 4.0 Reference8 1.0

Analysis Of SouthWest Airlines

2189 words - 9 pages hidden behind this very profitable business? What are the impacts of this airline on the market? How did this small airline became one of the most powerful one in USA?We are going to analyze today Southwest Airlines based on the case study made by Russell W. Teasley and Richard Robinson concerning this Low Cost Airline and the way it is affecting the US Airline market.Basic Informations* 3,000 Daily Airline Flights* 35,000 Employee's* Serves 60

Singapore And Delta Airlines Discussion

905 words - 4 pages Depreciation at Delta and Singapore Airlines Case (Introduction) A question is asked, “What makes a business successful?” While this question can have many answers, the financial standing among of the businesses in comparison can make a strong argument. One way to tell how financially fit said business by looking at the net earnings Airline companies consider Property, Plant, and Equipment (PP&E) as a significant portion under the

Case Study on Customer Service at Singapore Airlines

1114 words - 5 pages INTRODUCTION [pic] It is case study of “CUSTOMER SERVICE AT SINGAPORE AIRLINES”. This case study is totally about the customer service providing by Singapore Airlines to their customers. In this case study there is a one situation which shows the good customer service of Singapore Airlines to their customer. Some history of Singapore airlines is that SIA started off as Malayan airlines in

United Airlines

1604 words - 7 pages United Airlines United Airlines is one of the largest airlines in the United States and worldwide. Also, it is ranked as the oldest commercial airline that was founded by Walter Varney. United Airlines started as an Air Mail Service and then extended its services to be an Air Carrier. In 1927, William Boeing started his own airline, Boeing Air Transport, and started buying any other air mail companies, which included the Varney’s Air Mail

Classic Airlines

1563 words - 7 pages Classic Airlines 2 Introduction to Classic Airlines Classic Airlines faces many challenges in today’s competitive airline industry. As the fifth largest airlines, Classic Airlines has suffered a decline in sales and market shares due to customer dissatisfaction and intense competition. Membership in the rewards program started to decline and employee morale was at it lowest. Classic’s Board of Directors

Classic Airlines

2997 words - 12 pages Introduction ________________________________________ Classic Airlines is the fifth largest airline in the world and it commands a fleet of 375 and above jets that serve approximately 240 cities on daily flights that are around 2, 300. Classic Airlines was incepted 25 years ago and since then, it has grown into a large organization of almost 32,000 employees. Despite the high rate of profitability of Classic Airlines, challenges that affect

Classic Airlines

676 words - 3 pages Classic Airlines and Marketing When a company facing a global downturn, it will try its best to survive and still make a profit. Classic Airlines has been struggling with many problems from both internal and external factors (University of Phoenix, 2011.) Gathering information from internal record and utilizing the marketing intelligence system should reveal the challenges that the Classic Airlines’ management team is facing. By conducting

Related Papers

Southwest Airlines Case Study

2057 words - 9 pages profitability of the company for long term. Conclusion             From the above analysis of the company and the case under consideration it can be concluded that the Southwest airlines has adopted several strategies which has led the company to succeed in long term. The strategies adopted by the company have also increased the output of the company and has also helped in reducing the cost of operations of the company which is one of the

Singapore Airlines Essay

948 words - 4 pages Curtin University Foundation certificate iv Written assignment Project title: What does the term organizational environmental? How do you think each of the internal and external environments organizational related to Singapore airlines Student: Liem William Halim Junaedhi.(15302610) Lecturer: Stephen Lee 1.0Introduction Page 2.0Internal environment Page

Sothwest Airlines Essay

837 words - 4 pages Southwest Airlines Case Analysis . Case Recap Southwest was the eighth largest airline in the U.S. in 1994. They felt their success came because of their better quality plus and cheaper price. Another important factor that helped them succeed was their top of the line customer service. They created a warm atmosphere for customers while flying and employees enjoyed the “happy” atmosphere. Competition is always a

Southwest Airlines Essay

578 words - 3 pages Controlled solid growth Hire people who form the fit Involve employees Strategies Arenas Vehicles Differentiation Staging Economic Logic Strategies Arenas Vehicles Differentiation Staging Economic Logic Arenas SW airlines has always focused on the domestic airline market of the US with complete focus on being efficient and a leader in the short haul flight markets. Also, it targeted margin expansion as one