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But in recent times ba faced some issued which has

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But in recent times, BA faced some issued which has caused problems in their internal andexternal environment. Lack of communication created that problem. It is discussed below:British Airways faced some communication-related problems and this has caused some failuresfor BA’s internal and external environment. At BA’s new terminal no.5, the terminal ICT systembroke down, as a result, their baggage handling system didn’t work and customers had tohandpick their luggage. BA has automated their work environment using modern technologies.But their employee is not familiar with this environment. It is because of the lack of trainingprovided. As a result, customers had to face disturbance and the work process became lengthy inthe luggage delivery department. Inadequate HR planning put BA under tremendous pressure asmost of the luggage was lost in the unit or couldn’t travel with the bag’s owner and this hascaused a great internal environment failure for BA. With this problem, BA’s externalenvironment and communication failed. As BA’s authority couldn’t let know the passengersabout the above problem and as a result, customers got disappointed. Also, BA’s poor serviceproviding regarding customer handling at the luggage section has made it questionable abouttheir reputation.Disorganized management has made trouble for the public relations side of BA.Inefficient tactics in the marketing communication mix and some bad incidents in recent times12 |P a g e
ruined BA’s brand. The reassurance and reliability motto became vulnerable because of theoccurrence that happened in T5(O’Connell and Bouquet, 2014). There is a whole lot ofdifference between inconsistency and contradiction. BA has found exaggerate contradictionwhen International Media covered it.These scenarios left behind a bad reputation for BritishAirways. It has left a footprint of a negative review from passengers regarding the airwaysservice. A few days ago, BA was at the top in the coverage of international media when theyannounced that terminal 5 will be a world-class terminal for providing quality services for theirpremium customers. The image of top management at the BA is facing serious challenges to liftthat burden and to move forward. British Airways have a likelihood plan for a tough situationwhereas skilled management in public relations is required. They are needed to regain the lostreputation from the internal and external environment of BA. To recover any negative issuesregarding customer service and to ensure customer retention, the customer relations departmentwas created.The department always monitors the situation to prevent upcoming occurringrelated to customer service. Very sophisticated imaging technology through which the letter getsscanned and it ensures a paperless environment. BA's customer relation department continuouslycontrol its quality of service, making every effort to make the customers feel delighted andspecial. So, it can be said that the BA marketing strategy needs to be updated according to theircompetitions in the future.

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Term
Summer
Professor
N/A
Tags
Marketing, The Land, British Airways, The Grave,

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