Airline Customer Service - Research Paper Example

With the many options that are in the travel market today, airline customer service has to be top notch in order to gain repeat customers. Needs and expectations of the customers Airline customer services have deteriorated in the recent years due to growth of the travel industry. There has been lack of amenities. The airlines use the 9/11 events as reason for their actions by justifying it as economical necessity. Further implementation of newer technology for security screening has added to the frustration of the customers.

There is also the matter of the employee and customer relation. This is usually transmitted from the management level. The way they are treated by the management, which in turn is reflected in the employees’ behaviour towards the customers, affects the employees’ morale. Airline companies are constantly in competition with each other for every customer, but even then they are not making the necessary investment in the customer service department. It is not logical for the travel industry professionals to believe that the customers expect 100% efficiency in the airport services.

Mostly customers expect some failure in service but at the same time they expect every effort from the Airline Companies to maximise service efficiency. Service failure can occur when the customer’s expectation regarding the level of service is not met. Customers’ expectations too vary. . The idea was that if the Passenger Bill of Rights was passed through the Congress, then there could be a set of guidelines to perform service to the customers and there could be penalty where there will be non-compliance.

Over the years, customers’ tolerance level on bad service has declined. Based on this the airport companies feel there is increased possibility of air rage among customers. A study has been made on customer’s perception towards air rage. There are certain physiological and physical factors over which the airlines have no control like flight delay owing to poor weather. In such case even though the customers perceive this as bad service they still do not have the propensity to air rage. The study has further shown that there is a decline in the customers’ expectations for high level of airport service.

Many people feel that flight delays, overbooking and cases of lost baggage are common occurrences these days. If this is true then the customers hold these expectations while traveling long distance in flights. In such cases air rage occurrences get suppressed. Airline customers feel that they are entitled to certain privileges and if they are not granted, the customers are inclined towards more aggressive behavior. Dissatisfaction can arise in customers when there is bad service after good service.

One way of moderating customers’ perception of bad service is to provide positive act after a poor service. If airline services can make up for any poor service then the customers may not approve of air rage. Reducing the customers’ negative attitudes towards airlines can create customer satisfaction. Hence the airline company should take every