The airline has records of unending delays from incidences the management should be taking care of. Incidences such as unplugging of screening machines at the firm cause delays of up to two hours. Instead of having to content with such lengthy delays, the organization needs to have alternatives such as installing multiple screening locations to reduce delays. Service management at the firm is ineffective due to incompetence on the part of agents who are unavailable when passengers need them most and are unapologetic in spite of making travelers go through difficult times trying to find someone to guide them through the airport. Poor information systems infrastructure combined with ineffective operational strategies and poor service management pose challenges for the organization that limit its ability to operate competitively in the aviation industry.
The problems identified from the case is the frequent delays caused by technical problems and poor communications from the management. With flights delayed for over two and a half hours, the airline inconveniences customers such as Professor Roger who have important meetings to attend. Poor customer service as exemplified by agents who are oftentimes unavailable to provide guidance to travelers, break down in screening machines and leakages in the hydraulic systems are all problems that make customers lose trust in the ability of the firm to deliver them to their destinations conveniently.
Such problems are important to address since they could lead to loss of a large number of loyal and potential customers who are dissatisfied with the services offered and would not want to risk experiencing delays in their future travels. Since the majority of airlines rely on referrals by their loyal customers towards potential travelers, it means that the airline is likely to suffer from switching by travelers to other airlines. It is necessary for the organization to rely on multiple screening points to prevent incidences when passengers would be forced to be rescreened due to technical hitches. The other option is for the organization to empower its staff through appropriate training and development programs on how to enhance customers service. The fact that customers have to cope with situations where the agents are unavailable to provide the much-needed help and seem to be unapologetic after discouraging experience by customers implies that there is much to be done at the airlines with regards to service management.
The recommendation for the airline is to improve its service management efforts by communicating incidences of delays to customers. The airline has to ensure that agents are available in strategic locations at all time to help customers with tight schedules that could require booking them to the next immediate flight. The company needs to identify its close connecting customers through a computerized system and communicate the same to agents who will then undertake the initiative to look for options available to avoid the frustrations of delays caused to customers.
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