Airways flowchart
iv. Based on any recent service encounter for an airline of your choosing, draw up a flowchart for passenger pre-flight processing (assume the passenger has already purchased a ticket). Can you think of ways to make the process more efficient? More pleasant for the customer? (25 marks)
To make sure that the airline service operation is fail-safed, efficient and more pleasant for the customers, we can apply poka-yokes, which is the procedures that prevent mistakes from becoming defects.
Firstly, the airline company can build their brand and distinguish itself from the competitors by advertising. All information and prices should be included in the airline website so that potential customers can compare the airline to all the others. Besides that, the company should always maintain and improve its IT system for ticket reservation. For instance, they can include more payment options so that customers can pay online directly. When customers have any enquiries or problem, the customer service should always be accessible whether through a hotline or by emailing the office. Furthermore, the airline can also provide and inform about supplementary services such as airport shuttle service and more parking spaces.
When customers first arrive to the airport and wanted to find out which check in desk to approach, the airline should have clear informative system to direct customers. For flight check in, it is crucial that the airline has a complete and well-updated database system so that it is easier to verify customers’ details and make the process less time-consuming. Extra counters should be provided during peak time in order to overcome excessive waiting time. The airline should also provide clear adjustments for extra luggage.
During the security check, it is important that the security personnel stays alert and be courteous to customers. Customers should always be well informed about the restrictions and the prohibited items. To make the customers feel
To make sure that the airline service operation is fail-safed, efficient and more pleasant for the customers, we can apply poka-yokes, which is the procedures that prevent mistakes from becoming defects.
Firstly, the airline company can build their brand and distinguish itself from the competitors by advertising. All information and prices should be included in the airline website so that potential customers can compare the airline to all the others. Besides that, the company should always maintain and improve its IT system for ticket reservation. For instance, they can include more payment options so that customers can pay online directly. When customers have any enquiries or problem, the customer service should always be accessible whether through a hotline or by emailing the office. Furthermore, the airline can also provide and inform about supplementary services such as airport shuttle service and more parking spaces.
When customers first arrive to the airport and wanted to find out which check in desk to approach, the airline should have clear informative system to direct customers. For flight check in, it is crucial that the airline has a complete and well-updated database system so that it is easier to verify customers’ details and make the process less time-consuming. Extra counters should be provided during peak time in order to overcome excessive waiting time. The airline should also provide clear adjustments for extra luggage.
During the security check, it is important that the security personnel stays alert and be courteous to customers. Customers should always be well informed about the restrictions and the prohibited items. To make the customers feel