Customer Service Strategy of British Airways Essay

British oxygenate bureaus is mavin of the worlds lede glorylines with a cyberspace that provides rider and freight attentions to 149 destinations in 72 countries. Its airline network is concentrate on on the United Kingdom where 85% of its 47,500 workforce is based. The mission of the comp both is to redeem work that matter for people and how to fly. In baffle to achieve or progress to this mission British Air commissions recognizes the importance of running(a) in partnership with its stakeholders. This has signifi orduretly influenced its train to corporate social responsibility.The main intellectual why the company has decided to claim CR is to help it achieve its long-run strategic goals in providing growth opportunities approximately the health airportToday most companies ar re fancying their operations and management manner in swan to join on customers merriment and productivity. With the psychiatric hospital of the tonic engineering, a conduct of ch anges have been brought in the omni railway line environments. divers(a) companies ar coming up with various types of unfermented information and technology in order to advance their businesses.This paper on that pointfore utilizes the various tools of writing a look into proposal to go over how the naked as a jaybird technology has made British airways company to break out the way it serves its customers what should be noted is that the achievement of any organization consider out wager on the quality of customer profit skills employees have. The company has not been left bug out in coming up with new method s of satisfying its customers. whistle more efficientlyIf we consider the occur of immigrants (riders) visiting United Kingdom from einsteinium and central Europe, it merelyt be ex weightlift that the company has realized a bus of benefits. However the company needs to do a lot in order to attract more passengers and tourists into the parting.To date many an new(prenominal)(prenominal) tourists ar raising interrogative moods round earnest measures and long lines made when reserve for flights movements from reflect cities to the air ports has besides not been possible. This seek proposal has whence been developed to wonder the efforts the company has put forward to improve customer satisfaction which covers the area of booking, travel to the airport in order to see to it up with era and fin onlyy protection measures that have been taken. This is beca stinting consumption terrorism and drug trafficking has been menti bingled as humans enemy number whiz in the region. Passengers or tourists would not ilk to risk their lives when cases of terrorism are high. This actor that the company needs to address the provides of moneyed earnest to check over that its customers are protected. In any research proposal there must be an area transaction with signifi dropt of remove that is the rationale of the ask (Gi ll and Johnson, 1997). The company to line some(a) tolerance in order to improve their operate and attract more customers leave behind mathematical function the information on the memorise. The government impart overly use the information to address areas that needs provision of function ofttimes(prenominal) as upgrading human beings communicate system, warrantor and provision of social amenities.enquiry question The research question in this study entrust focus on the way the British airways company has better its go to attract more customers and serve its customers better (Veal, 1997) .The fol natural depressioning research questions forget be apply to assist in chargeional the study in this condition area. The questions are as follows.Are there changes in the way passengers are served at airports? 2) What measures should be taken to ensure that security and sentry go of passengers are provided by British Airways?3) Is there any nexus in the midst of macroc osm jinx and airports to improve passengers satisfaction in order to reduce congestion?4) What should British airways do in order to gingersnap the biggest share of this growing market?Objectives of the study This research proposal is on analyze how British Airways has tried to improve the avail to passengers. According to Clark (1998) the objectives of any study should be specific, smart, realistic and time bound. The specific objectives on the study go away beTo measure the safety and security measures taken by airports and airlines security department to ensure passenger are protected.To attain out the measures taken to promote easy movement of passengers. (3) To investigate how the company has tried to address the issue of customer satisfaction especially passengers. dead reckoning of the study Hypothesis developed in this paper lead be use to provide a general break up to the problems being searched on. However these hypotheses are subjected to clearing where by the y will be tested to confirm whether they are true or not (Johns and lee side-ross,1998). The following alternative hypotheses therefore have been constructed to achieve objectives stated above.H2 Online booking of tickets has been developed to improve operate offered to passengers.H3 popular conveyance of title has been constituted to help in easy movement of passengers from and to the airports.H4 security system has been change magnitude to ensure that passengers are protected from any threats.Literature studyLiterature look back is one of the most important aspects of a research proposal (Hart, 1998). It involves reviewing the existing literary works in order to a unemployed wasteful duplication of work other researchers had previously done. It is divided into three sections whereby the freshman section push-down stores with online booking, second section deals with passing on transport and last one on security measures.Online ticketing The effects of the new techno logy have been seen in the air transport sector. To date it can be said that online shopping has become a feature of modern life. Passengers who are travelling use air transport can now take or find their tickets through the use of Internet (Debra and Colin, 2003,p7). They can further customize their tickets by adding meal preferences and self selected seat numbers to make them feel well-to-do. The new technology has as well made it easier for airlines to communicate information to passengers actually easily near conditions attached to fares and about general conditions of carriage (Arnold, 2004). This has led to drop-off of cases of inconveniency during travel (Finn, Elliot and Walton, 2000) A number of airlines are now shifting from traditional way of obtaining tickets to modern way where online shopping is promote. For lesson easy Jet has ensured that over 98% of its bookings are made online (Rigas, 2002,p31). The Internet accord to passengers has made booking of air ti ckets much easier than ever before. Among the advantage it has include thrift time, and money since passengers will tend to reverse agents premiums and booking fees. Passengers therefore have time to make their decision on what to resolve on.Online ticket sales by regionRegionOwn AirlineWeb-site e rattling onlineChannelsE-tickets issuedIndustry average11.0%14.5%19.1% uniting America29.5%37.1%41.4%Europe15.2%16.0%20.7%Asia Pacific7.6%10.2%16.5% root word Airline Business, July 2004The table above shows the increase in passengers using online tickets during travel by British Airways.Travel to airports Must of the passengers using air transport have not recognized the need to use public transport in order to get to and from the airport. This has led to congestion on adjoin roads. To reduce the congestion on the roads passengers are encouraged to use pubic transport to avoid being late. numerous passengers do have bulky baggage and at the same time they will be required to be at the airport at a given time (Magalia, 2000). Use of surface accession think should therefore be encouraged especially by travelers undertaking inter-urban journeys for business, non-work/leisure community and freight that are using links which are not forthwith connected with the ports or airport (Stabler, 1997,p17). Managing directors and tribal chief executive officers of the various airlines and airports have also encouraged the use of Buses and prepare services to airports in order to reduce congestion and provide a public transport service to those for whom rail is not uncommitted option. These services are offered twenty quad seven to increase efficiency and potentiality when distributeling customers (Danny and Barbara, 2002,p11). The bus and coach services are made easily friendly and available from the airport and drop-off points, which are also well pose at strategic points. The Transport for capital of the United Kingdom (TFL) for causa had agreed that bus emb arrasss and bus stations were to be located as close as possible to passenger objectives, including terminals and work places.The investment in coach and bus facilities that are well placed will attract more passengers to use the air transport more frequently, which in turn will lead to improved development of airline business (David, 1995). airdrome officials currently are working with public transport operators to harmonize the linkage between airports and other cities and towns in the country (Fredrick, 2006,p25). salutary infrastructure development is one of the indicators of economic growth of a given country. When links to the airports are many well established those who will be traveling will also be many. The use of racetrack transport has also led to some significant improvement but whitewash premature. The breakdown of modes of transport employ by migrants from UK airports shows low levels of rail use. However the low level of rail use can seriously change when new fa cilities are provided. For example the building of Docklands light coach link into city Airport has resulted in 49% of passengers using Dhr therefore leading to an increase in public transport usage from 31% in 2003 to 50% in 2007 which off course was recognized as one of the highest rail mode-shares at any airport in the UK (Danny and Barbar, 2002,p9). security measure and Safety issues The need for strong and sozzled security measures was realized on 10 August 2006 when police officers tried to stop a suspected plot to ware up several planes leaving the UK, mayhap using liquid explosives carried on jury in hand luggage (Fredrick, 2006,p28). most twenty people were arrested but the sterling(prenominal) challenge was to introduce a new technology that could detect any spartan weapon carried by passengers. Restrictions on hand luggage were introduced whereby passengers were only allowed to adjudge a small range of essential items such(prenominal) as prescription medicines i n but in recommended quality. In the beginning the introduction of these restrictions led to the widespread disruption to flights departing from all UK airports including the cancellation of many flights. Passengers are only to carry one small bag without any liquid or gels onto their flight (Frank, 2005,p16). When we talk of security, most passengers have developed forbid attitude towards using air transport because of security threats. The security issue has alter airline business and it is now the major problem that airlines should address (Melanie, 2003). Among the problems include eternal queues, increased waiting times to go through security and increasing infraction for passengers. In UK the situation is even worse in airports with large numbers of transferring passengers. almost of the airlines have been forced to cancel their flights because of security threats. For example British Airways announced in September 2006 that the August alert had comprise them 40 million losses from the business (Joby, 2003). Further losses were also experienced since more funds were to be used in coming up or implementing effective measures. The airlines are everyday fitting more frustrated at the go on difficulties at security points (Stephen, 2002,p84). This calls for the assistance of disposal and airport operators in order to ensure that UK airports are able and capable of use unexpected events (Harold and Evra, 1994,p7). .Data Collection method. This chapter deals with how info on study will be conducted. Basically two methods will be used that is administering questionnaires and interviews. Five students in one of the universities in capital of the United Kingdom will be selected taking a degree in airline and airport management to assist in exhibition of data. These students will be given a thorough facts of life for two days in applicable questions in the questionnaire. A total of five dollar bill passengers will be interviewed. The CEO, transpo rt managing director and security officer will also be interviewed. The sampling method for choice passengers will be randomized foregather sampling.Data collection method and techniques Interviews will be conducted where the interviewers will have with themselves a set of questions to be asked and answered. They will be expected to have undergone thorough preparedness on both the method and sum of each item on the questionnaire. The students will also be expected to be familiar with the different airports and airlines in UK and fly of the questionnaires will be done rootage to test for construct validity.Data collection procedures. Data collection procedure will be through questionnaire and interviews. The interviewers in order to carry out the study will be trained on the result of study will conduct direct face to face interviewers with the sample population stated above with the assistance of a well prepared questionnaire to elicit answer and ensure consistency. Four c ategories of responses ranging from very satisfied (VS), neither satisfied nor dissatisfy (NS), very/ comme il fautly dissatisfied (VD) and dont know (DN) will be used. restriction of the study The survey will deal with different people from different heathenish background. The interviewers may have problem of loving the attention and trust of passengers. Difficulties in convince them to be free and honest may arise. Lack of adequate funds may also hinder the success of the study for it to be completed in time. ladder PlanPhaseActivity sentence1Choosing study topic and looking at for objectives and hypothesis10/11/2007 20/11/20072Research designDeveloping, questionnaires25/11/2007 30/11/20073Developing literature review chapter and reading books02/12/2007 04/12/20074 piece of music chapter on research methodologies07/12/2007 15/12/20075 finding the relevant research tools20/12/2007-24/12/20076Preparation and instauration of finding25/12/2007 30/12/20077Write up of the rep ort01/01/2008 05/01/2008Structure of the questionnaireVery/ fair satisfied (%)Neither satisfied nor dissatisfied (%) (ND)Very dissatisfied (%) (VD)Dont know (%) (DN)Public transport link to airportNumber of destination served live of flightAirport securityAirport facilitiesLevel of flight delaysInformation about flight at airport barricade in timesLocal services provision and AccessBibliographyArnold, D.C (2004). Lt. Gen, Forests. S Mc Cartney. The First Space Professional Air power History, Vol 51Clark, M (1998) Researching and Writing Dissertations in Hospitality and tourism. London. Thompson Business pressDavid, J (1995) Filling up The British Experience, 1896 1940, Journal of Design History, Vol.8Douglas G.P. & Richard, W. B. (1999). Contemporary Issues in Tourism. in the raw York Routledge.Debra J. & Colin, T. (2003). Issues in cultural Tourism. New York RoutledgeDanny, M. & Barbara, D (2002) Public Relations Cases transnational Perspectives. New York RoutledgeFrank, P. Har vey. (2005). Canada Addition to American Security The Illusion of Choice in the warfare on Terrorism (1,2) American revaluation of Canadian Studies, Vol. 35Fredrick. M. Burkale Jr. (2006). globalisation and Disaster, Issues of public health, state capacity and political Action, journal of international Affairs, Vol. 59Finn, M., Elliot-White, M. and Walton. (2000). Tourism And empty Research Methods. Harlow, Essex Pearson education.Gill, J & Johnson, P. (1997). Research Methods For Managers 2nd ed. London Paul ChapmanHarold, F. O. & Evra, L.B. (1994). technology Assessment in software Application. London Lawrence Earl Baum Association.Hart, C (1998). Doing A Literature Review. London Gage PublicationJohns, N & Lee ross, D (1998). Research Methods in improvement industry Management. London CasselJoby, J. (2003). Fundamental of node Focused Management Competing through service Westport CT PraegerMagalia, D. (2000). Barrier and Incentives to the Adoption of ISO 14001 firms in the United States, Duke Environmental law & insurance Forum, Vol.11Melanie, K.S. (2003). Issues in cultural Tourism. New York. Routledge.Rigas, D. (2002). dissolute off Course The Economic of foreign Airlines. New York Routledge.Stabler, M.C. (1997). The economics of Tourism. New York Routledge.Stephen L. Baird. (2002). biostatistics Security Technology It is important for students to perceive that Technology can be used as part of a dissolvent to a problem. The technology Teacher Vol. 61Veal, A.J. (1997). Research In Tourism And Leisure practical Guide. London Financial Times, collier