Tale of Two Airlines
Tale of Two Airlines: Case Study
Professor McPherson discussed in his case study how two different airlines manage passenger booking issues caused by flights delays with the resource they have at hand.
In 1985, Professor McPherson became a loyal passenger to a London-based airline due to their exceptional service. This happened when he encountered a problem in making his connecting flight due to weather delays. The London- Based airline quickly resolved the issue. He spoke to a first class flight attendant who simply made a call to arrange gate transportation, and held the plane until he arrived. The airline’s quick and positive response to Professor McPherson concerns permitted them to gain a loyal passenger for a decade.
In the 1980s, real time infrastructure was extremely new or nonexistent in some companies. People were just starting to use computers and there was no internet. Mostly all transaction were completed manually. Professor McPherson believed that with time, new advances in the airline industry would smooth out issues that were caused by flight delays. However, that was not the case in 1995 when he traveled on an Atlanta- Base airline. He expected the airline systems to be sophisticated enough to alert the airline crew of the connecting passengers facing flight delay issues. However, that was not the case.
The technology infrastructure may improved Atlanta-Base airline by giving them access to all the information they need to anticipate any issues. However, they did not have an effective streamline communication process. The airline had all the information at hand, but the systems in place were not linked. It was probably very difficult to access reliable information. Having a flow of information that helps one do a better job and avoid errors is a great tool . Not only is this a great advantage for employees, but for passengers as well. With this tool in place, passangers will have all the available flight option to help them make informed
Professor McPherson discussed in his case study how two different airlines manage passenger booking issues caused by flights delays with the resource they have at hand.
In 1985, Professor McPherson became a loyal passenger to a London-based airline due to their exceptional service. This happened when he encountered a problem in making his connecting flight due to weather delays. The London- Based airline quickly resolved the issue. He spoke to a first class flight attendant who simply made a call to arrange gate transportation, and held the plane until he arrived. The airline’s quick and positive response to Professor McPherson concerns permitted them to gain a loyal passenger for a decade.
In the 1980s, real time infrastructure was extremely new or nonexistent in some companies. People were just starting to use computers and there was no internet. Mostly all transaction were completed manually. Professor McPherson believed that with time, new advances in the airline industry would smooth out issues that were caused by flight delays. However, that was not the case in 1995 when he traveled on an Atlanta- Base airline. He expected the airline systems to be sophisticated enough to alert the airline crew of the connecting passengers facing flight delay issues. However, that was not the case.
The technology infrastructure may improved Atlanta-Base airline by giving them access to all the information they need to anticipate any issues. However, they did not have an effective streamline communication process. The airline had all the information at hand, but the systems in place were not linked. It was probably very difficult to access reliable information. Having a flow of information that helps one do a better job and avoid errors is a great tool . Not only is this a great advantage for employees, but for passengers as well. With this tool in place, passangers will have all the available flight option to help them make informed