Overview of airline Industry

1. Airline Industry In India
By
Adnan Sara
Abhishek Kanojia
Ajay Gupta
Altamsh Ansari
Amit Walawalkar
Ammaer Rumane

2. Value to the economy
 Important contribution in global gdp
 Major source of transport
 Creates direct and indirect job opportunities
 Plays important role in developing other sectors

3. Factors that affect aviation sector
 Oil price impacts the aviation industry
 Security and safety
 Political policies & decisions
 Fleet planning

4. PROBLEMS FACED BY CONSUMER
 Customer Service
 Flight Cancellation
 Lost Of Baggage
 Refunds
 Hidden Costs
 Food And Beverage
 Connecting Flights
 Flight Cancellation
 And Delays

5. Perception of Customer in Airline Industry
 Flight schedules in select airlines
 Catering facilities and hygienity
 Cleanliness and sanitary conditions
 Affordable and reasonable pricing
 Safety and security
 Benefits of indian airlines merger with air india
 Quality of service rendered by national carrier

6. Suggestion
 Improve the quality of service
 Not making false promises
 The commitment of Management towards “service quality” must be addressed
through leadership.
 The training programs must be targeted on customer contact .
 Top people from Management may be brought to direct customer contact.

7.  Employees of the airline may also be brought into contact with customers.
 Involve the employees in the planning and implementing the Customer Service.
 The top management should take initiatives to show importance to every single
customers.