About a fifth (21%) experience departure delays but all of the survey-takers felt that they were "completely safe and in good hands". Nearly three fourths (71%) said that they would fly with the airline again based on the experiences that they had with it. Given the 90-percentile score and the 70-percentile for "would fly again", there has to be some reason for that gap. That would mean one in four would not fly again, for whatever reason. In addition to the greeting by name option given above, the airline clearly needs to reduce delays when possible (although some delays are unavoidable) and there should be further drilling down on why those 25% of people would not fly again, whatever that may be (Sambridge).
A more authoritative review and source on the matter of improvements that Emirates Airlines could use comes from Harvard University. Their analysis, done in 2016, centers on one of the major catalysts of public opinion. Of course, that catalyst would be the internet. In fact, the authors of the Harvard study assert that the internet is one of the major factors that is to blame for the poor service quality that exists in the airline industry as a whole. However, they also say that Emirates is one of the airlines that resists that overall trend that causes the service at other airlines to suffer. Indeed, they point out a few things that Emirates Airlines has done in the last ten years to remain or become modernized as compared to the rest of the industry. For example, they started offering inflight connectivity via GSM band internet access in 2008. They later improved that by offering a full-on Wi-Fi option. They were also among the first airlines to use Customer Relations Management, or CRM for short. The way in which Emirates Airlines implemented the technology allowed the crew and administrative staff to update and use customer information on a real-time basis. This information includes customer preferences, any history of complaints from said customer and even seat upgrades at the last minute once all of the other passengers are otherwise accounted for and settled. One of those items, that being the complaints, is a great way to address the issue with one in four people not wishing to fly again, as mentioned with the last source. In addition to taking in complaints that are willingly offered by customers, the airline can also induce and ask for surveys to be taken via email, smartphone apps or some other medium so as to get a larger and more complete picture of how customers feel about the airline and performance. Regardless of what is done with that, the real-time nature and the ability to be more spontaneous and on-the-spot rather than slow and lagging is a huge advantage to have over airlines that cannot or will not leverage such technology (HBS).
Another technological marvel that Emirates Airlines has made heavy use of would be what is known as IOT Baggage Management. This technology makes of use of beacons that are then used to locate bags and cargo. Further, the beacons can or will be used to verify the presence of life jackets and other emergency or otherwise necessary equipment without the need to physically inspect and verify their presence. Of course, this makes the airline more efficient and speedy when it comes to overall service. Even with that being the case, a definite visual inspection of such things, at least once a day or once a week, is probably a good idea. There is the worry that the equipment itself may be defective and/or that the beacons might give a false sense of completeness and security when it is not fully warranted. Even so, anything that makes the airline more efficient without sacrificing customer service or quality would tend to be a good thing. Something that Emirates Airlines does a very good job with is known as its Flexible Cloud Infrastructure. This infrastructure is designed with the fact that the airline industry is very seasonal in nature. Meaning, there are a lot of ebbs and flows in the consumer demand. The customer service frameworks and personnel, as such, must scale up and down to match this so that there is no situation where the staff is short in supply while at the same time ensuring that there is not a glut of personnel and resources on hand. In other words, there should be the proper personnel and resources to handle the demand that is present . .…
Emirates I have chosen several sources to provide me with information for my study of Emirates, the Dubai-based airline. The first source that I will discuss is Hoover's. This source is a business research firm, and it provides to its customer profiles on different companies. Hoover's provides a fairly comprehensive overview. Given that Emirates is not a publicly-traded company, finding accurate information about the company requires the use of a source
Emirates Airlines'. The topic tends to draw attention towards the information about the inception, growth and development of the Middle Eastern airline as one of the most successful airline in the world. Emirates Airlines is the largest airlines based in the Middle East in terms of revenue and passengers carried since 2007. It is based at the Dubai International Airport, Dubai and is owned by the government of Dubai
" (Knorr and Eisenkopf, 2004) the fifth and final strength identified for Emirates Airline in the work of Knorr and Eisenkopf (2004) is stated to be the Emirates "...award-winning service in all classes, which is matched or exceeded only by very few other carriers such as Singapore Airlines. Sixth, clever marketing - for example, Emirates, not Lufthansa - was named official carrier of the 2006 FIFA World Cup hosted by
Introduction A strategy is defined as a plan of action intended to accomplish a specific goal. Strategy encompasses attaining or at least attempting to attain to gain, a competitive advantage over rivals. According to Porter (1996), differentiation takes into account being different in the choice of a dissimilar mix of activities to provide a product or service. Furthermore, a strategy is a decision which will make a significant difference to the
Porter’s Five Forces Analysis Porter’s five forces model is a tool that is utilized to analyze the competitive environment within which an organization or a product operates. There are five particular forces including the threat of entry, the bargaining power of suppliers, the bargaining power of buyers, threat of substitutes and rivalry amongst existing competitors. The threat of new entry delineates how simple it is for a new entity to enter
Such techniques as internet marketing, reservations, and sales; electronic ticketing and check-in; online quality control, resource planning, operational oversight, cargo and baggage tracking, and customer service, all will reduce staffing requirements while offering ease-of-use and greatly enhanced access by, and convenience to, the customer. (10) Recognition that not everyone is geared for the electronic world, leading the proposed airline to provide a high level of non-electronic service as well, particularly