AVSC 1030 Lesson 10 - Lesson 10 Introduction Almost all air...

Info iconThis preview shows pages 1–2. Sign up to view the full content.

View Full Document Right Arrow Icon
Lesson 10 Introduction Almost all air carriers in the world claim to be customer service oriented. However, the reality tends to be quite different. Jay Leno, David Letterman, Jerry Seinfeld, and countless other comics have made fun of airline customer service. Studies show that airline customer service is actually at all time lows. Complaints about airline performance increased approximately 17 percent in 2005 alone over the previous year. Lost or mishandled bags, delayed flights, and missed connections are at the center of many of these performance problems. Few air carriers standout as top customer service performers in this industry. Ironically, many of these top performers are also low cost carriers who specifically try to eliminate free or inflight catering, use unreserved seating, and operate under a single passenger class. This lecture will focus on the attributes these carriers possess to create a positive experience for customers in today's complex travel environment. The Mission Statements Listed below are the mission statements or commitments to customer service from three U.S. air carriers. All carriers will have some formal written policy, a passenger bill of rights, or a mission statement that addresses customer service to some degree. Sometimes though, the reality of the quality of service they provide is very different from their written pledge or promise. United Airlines Our United Commitment is a sincere promise to our customers that each day, in the air and on the ground, we will strive to provide them with the respect, courtesy, fairness and honesty that they both expect and deserve from United Airlines. JetBlue Airways Above all else, JetBlue Airways is dedicated to bringing humanity back to air travel. We strive to make every part of your experience as simple and as pleasant as possible. Unfortunately, there are times when things do not go as planned. If you're inconvenienced as a result, we think it is important that you know exactly what you can expect from us. That's why we created our Customer Bill of Rights. These Rights will always be subject to the highest level of safety and security for our customers and crewmembers. Air Travel Consumer Report
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Image of page 2
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 09/04/2011 for the course AVSC 1030 taught by Professor Smith during the Spring '11 term at Utah Valley University.

Page1 / 3

AVSC 1030 Lesson 10 - Lesson 10 Introduction Almost all air...

This preview shows document pages 1 - 2. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online