Information Technology Memo Elizabeth Windsor,

Information Technology Memo

Elizabeth Windsor, CEO

Information Technology

The advancements in technology with regard to the airline industry has allowed us to determine such things as when passengers have close connecting flights so that we can make sure everything is in sync in order to accommodate the customer. Technology plays a large part in our industry, but it will not work correctly if it is not managed properly. An example is having to rescreen passengers because of a screening machine not being plugged in. To avoid such unnecessary events like this and others, we have to realize that technology cannot stand on its own. There are other issues involved in the successful running and maintenance of the airline industry and operations, management, technology, employees and others all need to work together to make the process run as smoothly as possible.

The relevant problems identified have less to do with the failure of technology and more with other areas. For instance, flights will sometimes be late or cancelled due to inclement weather. However, when this is the case we should not be in a reactionary mode. A backup plan should always be in place in order to accommodate our customers and increase customer satisfaction. When flights are late and passengers have connecting flights with very little time in between, they should be shuttle to the gate if the connecting flight has not already departed. We want to avoid having them rush through airports to make their connecting flight only to find they missed it by a few minutes or so.

We have received complaints of passengers who are on flights that are late and have connecting flights. Once they arrive to the gate of their connecting flight, they discover that the plane has left a few minutes early. This must be avoided at all costs because not only do we set up ourselves and the company for disgruntled passengers, we are also making ourselves liable because the flights are leaving earlier than they are supposed to. This should not happen at all, but in the event that it does, we must do everything in our power to get the customer on a similar flight to the one missed to keep him on schedule. In addition to this, some type of perks or credit should be given such as a certain dollar amount off of their next flight. We must do this in order to avoid serious customer frustration with our airline which could lead to low customer satisfaction.