Archive for category Airlines
Singapore Airlines Flies High Thanks to Its Customer Service Culture
As a professional speaker, I often share stories and examples of companies that deliver great service. One company that’s easy to talk about is Singapore Airlines. It has developed a tremendous customer service culture.
Profitable every year since the beginning, Singapore Airlines (SIA) frequently wins international awards for top service and in-flight quality. Here’s how they do it:
1. Clarity and Commitment.
SIA’s focus on its customer service culture is clear. The mission statement and core values establish, without question, that quality service is a fundamental objective and aspiration of the airline.
Every major issue, question or decision is considered in light of the commitment to providing a world-class customer service culture.
2. Continuous Training.
Training is not a one-time affair in this customer service culture. SIA understands that daily customer contact can be draining and that customer expectations are always on the rise.
To meet this challenge, four training divisions within the company (Cabin Crew, Flight Operations, Commercial and Management Development) offer a wide range of educational programs to bolster the customer service culture. Read the rest of this entry »
Air Travel – Flight Travel Class in Airlines and Their Features
Air Travel passengers enjoy various options in terms of services provided by airlines. Starting from the ticket booking process, a customer can choose from a range of prices, comforts, entertainment and the quality of the services at different levels of a journey. As obvious, the best services are the most expensive ones.
A set of services airlines provide is called air travel class. Travel classes in aviation industry vary from carrier to carrier. It also changes according to the area a flight operates in. Flight operators are free to choose what class of the service they prefer to offer and there are no rules set for this. Travel operators also re-brand the service classes of the flights they offer. Airline Travel classes are broadly categorized as:
Economy Class: Also called the tourist class and most reasonable in terms of price.
Business Class: This is the relatively expensive and almost luxurious.
First Class: Best services with highest price. Sometimes, more than three times expensive than economy class.
Airlines do classify their services as may be best for them. For example: Business class and First class services are merged in many international flights. Similarly, low-cost carriers dissolve all classes into one economy class and discount economy class. In this case passengers are provided with the same facilities and comforts with slight variation in terms of services. Read the rest of this entry »