7 P's of Service Marketing with respect to Airline Industry

1. PRESENTED BY:
UMANG MAHESHWARI

2. • Airline industry is one of the fastest growing
industry in the world.
• According to the International Air Transport
Association (IATA), India is the fastest growing
aviation market.
• Bangalore is the aviation manufacturing hub in
India and constitutes of about 65% of the share
of manufacturing.

3. • The Airline Product includes two types of
product:-
1. On the Ground Services
2. In-Flight Services
CORE
•TRANSPORTATION
SUPPLEMENTARY
•CHECK IN
•FOOD ON BOARD
•CONNECTING FLIGHT
•COMPLEMENTARY GIFTS
•IN FLIGHT ENTERTAINMENT
AUGMENTED
•ONLINE BOOKING
•VARIETY OF MEAL
•PICK UP AND DROP
SERVICES
•MOBILE TICKETING

4. • Pricing can be done on these basis-
CLASS OF TRAVEL LOAD FACTORS
COMPETITIVE
PRICING PROFIT MARGIN DAY OF TRAVEL
DATE OF TRAVEL

5. ONLINE 24
HOURS
RESEVATION
TOUR
OPERATOR
TRAVEL
AGENT
AFFILIATED
WITH
COMPANIES

6. ADVERTISING
OFFERS &
DISCOUNTS
WORD OF
MOUTH
BRAND
AMBASSADOR
PUBLICITY
AIRLINE ADVERTISEMENTS NEED TO KEEP IN MIND THE IMAGE OF
COUNTRY, THE SCENIC BEAUTY, TOURIST ATTRACTION, RICH
CULTURAL HERITAGES OR WHICH WOULD ATTRACT NUMBER OF
TOURISTS.
THE PRO, RECEPTIONIST, TRAVEL AGENTS, MEDIA PEOPLE ARE VERY
IMPORTANT PEOPLE IN PUBLICIZING THE BUSINESS.
OFFERS, DISCOUNTS AND CASHBACKS EASILY ATTRACTS THE
CUSTOMERS.
ONE OF THE MOST IMPORTANT, IT SHOWS THE CUSTOMER LOYALTY

7. FLIGHT
INFORMATION
MEAL SERVICES
BAGGAGE
HANDLING
FACILITIES AT
THE AIRPORT
RESERVATION
DELIVER QUALITY
SERVICES
FLIGHT
ENTERTAINMENT
CHECK-IN

8. POSITIVE
ATTITUDE
RESPONSIVE
NESSCOMPETENCE
INITIATIVE
PROBLEM
SOLVING
ABILITY
CARING
ATTITUDE

9. TICKET AIRCRAFT UNIFORM
AMBIENCE
BAGGAGECLEANLINESS
INTERIOR &
EXTERIOR
INFRASTRUCTURE
LOGO &
SYMBOL