This document summarizes a presentation about SpiceJet airlines' customer relationship management. It provides an introduction to SpiceJet, discussing their aim to be India's most preferred low-cost airline. It outlines some of SpiceJet's customer services and reviews from surveys. It also discusses SpiceJet's awards, a proposed customer experience model, results from a market survey, areas for improvement and key strengths according to the presentation.

1. CUSTOMER RELATIONSHIP MANAGEMENTpresentationWITHCORPORATE ANALYSISonspicejet airlines

2. By:- SIDDHARTH PANDEY IIPM DELHI SS-09-11MOBILE:- 09999248314

3. INTRODUCTION TO SPICEJETBY SIDDHARTH PANDEY

4. COMPANY’s aim “To become India’s most preferred low cost airline, by providing the lowest air fares and the highest consumer value to the price sensitive consumers of the country.”

5. COMPANY’s mission “to ensure that flying is no longer confined to CEOs and business travelers, but affordable to everyone”

6. Market Share

8. FOR THE CUSTOMER, BY THE CUSTOMER

9. CUSTOMER SERVICESPersonal valet at airportPersonal and exclusive loungesRefreshments and musicThree course mealBaggage assistanceAward wining web portal

10. CUSTOMERS REVIEWS Survey conducted on 30 peopleThe research was divided on 4 major issues: Service On Board

11. Airline Punctuality

12. Responds Of Air-Flight attendants

13. Overall experienceCUSTOMER REVIEWSKeenly priced tickets. They take a practical view of baggage allowances, which is very helpful. Overhead lockers are somewhat low and can be awkward for odd-shaped carry-on bags. FAs are very courteous. Seat pitch is unsatisfactory but for short flights this may not pose a problem. Delhi to Srinagar via Jammu. The time of my web-booked flight had changed, but I had not been notified of this and therefore arrived at the airport far too early. Luckily there was an earlier flight and the person at the ticket counter changed my booking to this flight at no extra cost. Seats were allocated at check in, but there was no scramble anyway, as there were only 100 passengers. The 737-800 was clean and the crew were quite friendly. Overall a positive experience

14. INTERESTING CUSTOMER COMENT’S:-ADEQUATELY PRICED“INSIDE TEMPRATURE MORE THAN OUTSIDE”“PATHETIC CANCELLATION”“YOU GET WHAT YOU PAY”SEAT PITCH VERY TIGHT“AIRLINES FROM HELL”LOVE SPICE FOR LIFE“JUVENILE CHECK IN RULES”“SPICELATE AIRLINES”FIRST FLIGHT MADE DELIGHTFUL.

15. Awards and recognitions

19. SpiceJet.com wins Best Website Award New Delhi, February 1, 2010SpiceJet won this award for:-Its booking portal's user friendly interface,Relevant local content and transparent display of price. Enabling SpiceJet consumers to make informed choices with ease.The award was given on January 28 at the recently concluded ‘World Low Cost Airlines Asia Pacific Conference' at Singapore, by Dale Lawrence, Director, Corporate Communications, Pacific Asia Travel Association (PATA).

20. MODEL OF INFLIGHT CUSTOMER EXPERIENCE

22. Model based on these steps:-Flying experience – Airport baggage services -Arrival service -Cabin crew -Check-in process -In-Cabin Experience -General approach to customers -Call center experience -Complaint handling -

23. MARKET SURVEYBY SAKET SINGH

24. BASE OF QUESTIONNAIRESample size -30

25. Age group – 21 and above

26. Occupation – Passengers

27. Place- IGI, domestic airport

28. Selection- RandomOVERALL SATISFACTION OF CUSTOMERS

29. OVERALL SERVICE PROVIDED BY FA

30. DURATION OF BOARDING & BAGGAAGE HANDLING

31. DID FLIGHT TAKE OFF AS SCHEDULED?

32. QUALITY OF IN-FLIGHT MEAL

33. ATTITUDE OF FLIGHT ATTENDANTS

34. AVAILABILITY OF SERVICES PROVIDED BY FLIGHT ATTENDANTS

35. TAVELING WITH SPICEJET IN FUTURE

36. RECOMMENDATION OF SPICEJET

37. OVERALL SERVICES OF SPICEJET

38. CRM ANALYSIS

39. SCOPE FOR IMPROVEMENTSAIRLINE PUNCTUALITYGREETING AT AIRPORTWELCOMING OF PASSENGERSSEATSCALL CENTER

40. KEY STRNGHTS FLIGHT ATTENDANTSLOW AIRFARECONNECTIVITYIN FLIGHT FOOD

41. Thank you for flying with us…