III Strategy Formulation Strategic Options Business
III. Strategy formulation: Strategic options, business idea
Being labeled as one of the worst airlines in America by many angered and unsatisfied customers, to rebound the trust of its customers and to remediate the already worsening situation, there are numerous things within various categories that this company will have to immediately re-evaluate and alter its current policies to fit in with the demands of its consumers. To further look into the on-going problems and how they should be modified for a more productive result, the two categories namely customer service and technical issues should be centered as the core of United Airlines’ functionality and only with the right strategic changes within these fields could the developing progress and survivability of the company be guaranteed to be in a better shape.
1. Customer Service First off, it is undeniably true to say that customer service is what disappoints and enrages customers the most when it comes to talk about the quality of United Airlines’ overall service. Mentioning a few of its itchiest issues in this matter, as some of the most complained problems coming from customers of United Airlines’ service mentioned by the Transportation Department air travel report card by the end of 2012, United Airlines is currently holding the most number of delays (punctual flights only take up 77.2% of all flights); highest rate of lost or mishandled baggage of any mainline carrier (3.50/1000) and finally, it bumped the most number of passengers, higher than any other mainland airlines. Approximately, every month, United Airlines suffer more than 300 complaints from its customers to the government, more than twice the amount of grievance comparing to its nearest competitor (Elliot, 2014). With all the mentioned facts and numbers above, a change in its customer service should be one of the most crucial priorities that United Airlines must consider right now to retain and improve its worsening prestige. Before its
Being labeled as one of the worst airlines in America by many angered and unsatisfied customers, to rebound the trust of its customers and to remediate the already worsening situation, there are numerous things within various categories that this company will have to immediately re-evaluate and alter its current policies to fit in with the demands of its consumers. To further look into the on-going problems and how they should be modified for a more productive result, the two categories namely customer service and technical issues should be centered as the core of United Airlines’ functionality and only with the right strategic changes within these fields could the developing progress and survivability of the company be guaranteed to be in a better shape.
1. Customer Service First off, it is undeniably true to say that customer service is what disappoints and enrages customers the most when it comes to talk about the quality of United Airlines’ overall service. Mentioning a few of its itchiest issues in this matter, as some of the most complained problems coming from customers of United Airlines’ service mentioned by the Transportation Department air travel report card by the end of 2012, United Airlines is currently holding the most number of delays (punctual flights only take up 77.2% of all flights); highest rate of lost or mishandled baggage of any mainline carrier (3.50/1000) and finally, it bumped the most number of passengers, higher than any other mainland airlines. Approximately, every month, United Airlines suffer more than 300 complaints from its customers to the government, more than twice the amount of grievance comparing to its nearest competitor (Elliot, 2014). With all the mentioned facts and numbers above, a change in its customer service should be one of the most crucial priorities that United Airlines must consider right now to retain and improve its worsening prestige. Before its