Case Study 10. Hurrah Airlines Writing Purpose [PDF]

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CASE STUDY 10. HURRAH AIRLINES WRITING Purpose -



There have been many complaints about our service lately, we are a budget airline, but we need to solve some things in order to conserve our clients and make profits. With the competition increasing recently we are in risk to lost customers.



Introduction -



In this report I would like you to know some of the recently cases that the airline has been facing, It’s necessary to clarify that there are only a few cases, only to put you in context.



Cases 1. Martha Gómez ask us for a solution about a problem with her baggage when she traveled from New York to London. She told us that she couldn’t be attended calling to our number and the problem is still without any solution. 2. Robert MacKenzie had problems, and he had to change the date for your flight to Indonesia, he couldn’t contact with someone, so when he went to the airport to change the dates they told him that he should pay a penalty of 300 $us, he is very angry because he tried to communicate with the company many times. 3. Jacques Duperrier is threating us take his case to the court, he is very angry because the airline charged him 30$us for the wheelchair. It should be mentioned that he’s a disabled person. 4. Krystyna Kaminski had a problem with her flight seats, she is pregnant and she had asked for an aisle seat, but instead she had uncomfortable seat, besides of this, she was put very far from her child, even when she booked the seats before, when she tried to communicate with our customer service they told her that she shouldn’t want more from a budget airline. 5. Kirk Danson had a flight to Philadelphia, when he went to the airport the flight was delayed, and then was canceled, he said that the attendants only offered him a flight on Wednesday, what was too late for him, he couldn’t fly and he had to went home. Conclusion -



There seems to be a clear problem with the customer service, our employees don’t know how to deal with the customers, it’s clear them lack of training, on the other hand our lack of politics is too evident, I know that we’re a budget airline, as I said before, but there are things that are inconceivable.



Recommendations -



I think we need to have a training for the staff that deal with customers, and a major control for a supervisor, if they don’t know how to deal with a problem, they need to contact someone and ask about it. On the other hand, there are things that the employees did that are very impolite, so I think we need to consider replace some of them. Also I



would like to talk you about our politics, we need to stablish politics for any of this cases, and make sure that all the members of the company know them. Talking specifically about this cases, we need to reward these clients with someone, maybe we won’t be able to give them money, but we need to look for something. Maybe we could try giving them a special discount. If our clients are happy, we are happy.