Verified Document

Customer Relations/Service Comparisons There Are Term Paper

This also happened on subsequent flights, and the client felt that he was treated like baggage. (Sturm, 2004) It has already been seen that this airline is concerned about their customers, yet the airline succeeded in irritating a customer with what the customer feels is "lack of gratitude." One is sure that what the airline staff did was according to the laws, but the client was unhappy. This is generally the result of not being able to communicate in a manner that makes clients happy. Thus methods of implementation are probably as important as the policies themselves. Let us now look at another airline from the list. Delta Air Lines chief customer service officer Lee Macenzcak has stated that the airline is trying to be "one of the top three ranked airlines for customer service, on-time performance, baggage handling and cancelled flights as part of its turnaround plan." (Delta Air Lines aims to climb customer satisfaction table) The struggling airline is already in bad shape, being USD 20 billion in debt. The aim of the airline is to attract customers away from low-cost domestic airlines. Macenzcak was speaking to Delta Air Lines retirees, and also mentioned that the airline will introduce a staff bonus scheme if required to boost its ranking. (Delta Air Lines aims to climb customer satisfaction table)

In spite of all this, there was no clear statement on the measures that it planned to take for customer satisfaction. This airline clearly has no stated customer satisfaction policy, and naturally is unable to satisfy its customers. All airlines are not like that, and let us look at an airline from outside this list. There was a customer survey of American Airlines passengers. This showed that the capability to check baggage at Self-Service machines is considered to be the third most popular functionality after check-in and the capability to alter a seat assignment. Now American Airlines has made facilities for travelers to check in more than two bags to check in at the Self-Service machines if they want to. The airline has released a statement saying travelers will be able to put the additional baggage charge on their credit card. This means that after the first two bags checked in for free, a passenger traveling within United States can check in up to three additional bags,...

Parts of this document are hidden

View Full Document
svg-one

(American Airlines adds extra feature and more self-service machines)
It is clear that check in of baggage is an important for client satisfaction, and the airlines which are badly off can take a lesson from this. Customer satisfaction is impossible to define as it may vary from customer to customer and only a statistical picture may be used for implementation of changes. To improve customer satisfaction, one has to look at changes being implemented by others and which of those are proving popular.

Conclusion:

Has the expansion of the last few years being done at the expense of customer care? It is possible. When there is rapid amount of growth, there is always considered to be a strain on service delivery.

References

American Airlines adds extra feature and more self-service machines" (16 September, 2005)

Airline Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2005_Sept_16/ai_n15397415Accessed 7 October, 2005

Delta Air Lines aims to climb customer satisfaction table" (6 October, 2004) Airline

Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2004_Oct_6/ai_n6228361. Accessed 7 October, 2005

Silber, Debra Judge. (15 May, 2001) "Struggling to serve - Customer relationship management" Direct. Retrieved at http://www.findarticles.com/p/articles/mi_m3815/is_7_13/ai_75291376. Accessed 7 October, 2005

Sturm, Arthur. C. (September, 2004) "The case for customer loyalty" Healthcare Financial

Management. Retrieved at http://www.findarticles.com/p/articles/mi_m3257/is_9_58/ai_n6205237. Accessed 7 October, 2005

Three out of four major U.S. airlines with financial problems see increase in customer complaints" (August, 2005) Airline Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2005_August_5/ai_n14869436. Accessed 6 October, 2005

United Airlines revises ticketing policies for customers affected by Tropical Storm Rita" (20 (September, 2005) Airline Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2005_Sept_20/ai_n15400807Accessed 6 October, 2005

Sources used in this document:
References

American Airlines adds extra feature and more self-service machines" (16 September, 2005)

Airline Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2005_Sept_16/ai_n15397415Accessed 7 October, 2005

Delta Air Lines aims to climb customer satisfaction table" (6 October, 2004) Airline

Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2004_Oct_6/ai_n6228361. Accessed 7 October, 2005
Silber, Debra Judge. (15 May, 2001) "Struggling to serve - Customer relationship management" Direct. Retrieved at http://www.findarticles.com/p/articles/mi_m3815/is_7_13/ai_75291376. Accessed 7 October, 2005
Management. Retrieved at http://www.findarticles.com/p/articles/mi_m3257/is_9_58/ai_n6205237. Accessed 7 October, 2005
Three out of four major U.S. airlines with financial problems see increase in customer complaints" (August, 2005) Airline Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2005_August_5/ai_n14869436. Accessed 6 October, 2005
United Airlines revises ticketing policies for customers affected by Tropical Storm Rita" (20 (September, 2005) Airline Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2005_Sept_20/ai_n15400807Accessed 6 October, 2005
Cite this Document:
Copy Bibliography Citation

Related Documents

Comparison in Comparative Politics Comparative
Words: 1751 Length: 5 Document Type: Term Paper

Uvin and McFaul make sound arguments using political comparison as the key to their studies. Uvin uses evidence of all aspect of political life in his three case study countries, such as elections, the population, and the role of the military. He then takes his case studies, compares them, and finds the pattern that links them all to each other. Once the pattern is identified, he illustrates how this pattern can be looked at in much

Comparative Book Review Stephanie Mckenzie
Words: 3037 Length: 10 Document Type: Book Review

If there is a tendency among readers to view Malcolm X as a radical figure, especially where compared to peaceful counterparts like Dr. King, the autobiography helps to show racism in a light that makes Malcolm X extremely sympathetic, or at least a rational product of his time. Narratives from his upbringing, especially in his father's work as a black revolutionary and in his family's constant state of moving to escape threats, are especially demonstrative of

Comparing E-Learning and Camus Learning
Words: 1637 Length: 4 Document Type: Professional Writing

Education A Comparison of Online Learning and Campus-Based Learning The development and growth of online learning has created opportunities for both students and academic institutions alike. The online learning environment may be argued as offering many benefits such increasing accessibility to education and support of diversity as well as providing a potentially lucrative revenue streams for the institutions. These benefits have driven the growth, but the benefits are not without drawbacks, with

Compare and Contrast Piaget and Vygotsky
Words: 1651 Length: 5 Document Type: Research Paper

Paiget and Vygotsky Compare and Contrast Piagets and Vygotsky Understanding is assumed to be the process which is involved when it comes to mental activity and thinking, for instance memory, problem solving and attention. In this paper which is basically on the cognitive development it will explore things by comparing and contrasting the theories of Piaget and Vygotsky, both of whom were very influential in coming up with a more scientific

Compare Piaget and Vygotsky
Words: 958 Length: 3 Document Type: Term Paper

PIAGET vs. VYGOTSKY Compared: Piaget and Vygotsky Piaget vs. Vygotsky: The role of language in cognitive development Jean Piaget's theory of human development is fundamentally a biological one: Piaget believed that all human beings go through a series of developmental stages, and the ability to understand certain concepts such as volume and mass is determined by the biological and developmental stage of the brain, more so than culture. If the child is not

Comparison of Religious Ethics Throughout Denominations of Religious...
Words: 6730 Length: 20 Document Type: Dissertation

Religious Ethics in Comparison Though the three religions reviewed and critiqued in this paper -- Buddhism, Christianity, and Islam -- have very different histories and quite original approaches to ethics, there are also a number of startling similarities when comparing them. One can easily find the differences, and this paper does indeed point to the differences. And yet, when it comes to the philosophical ingredients that go into each of the

Sign Up for Unlimited Study Help

Our semester plans gives you unlimited, unrestricted access to our entire library of resources —writing tools, guides, example essays, tutorials, class notes, and more.

Get Started Now