Seneca College of Applied Arts & Technology
School of Hospitality and Tourism
Faculty of Business
FSO200 Our Customer Recovery Assignment
Subject Code: FSO200 Semester: Online Summer 2022
Subject Title: Successful Flight Management Assignment Value: 15%
Professor/s: Michael Lewin
Due Date: Tuesday 07th June , 2022
Overview:
The importance of delivering excellent customer service cannot be understated in today’s fiercely competitive airline industry.
This assignment has been designed to allow you to demonstrate your ability to recognize and describe customer service delivery failures. In addition your ability to apply customer service recovery techniques will be evaluated.
There are 3 parts that need to be completed.
In order to ensure success, use the following resources:
• Week 3 & 4 PowerPoint
• Japan Airlines Official Website
https://www.ar.jal.co.jp/world/en/guidetojapan/omotenashi/inflightservice/
https://www.jal.co.jp/ar/en/
• British Airways Customer Review
https://www.tripadvisor.ca/ShowUserReviews-g1-d8729039-r577956606-British_Airways-World.html#
• British Airways Official Website
https://www.britishairways.com/travel/home/public/en_gb/
This assignment has a total of 25 marks valued at 15% of the final grade.
To ensure success please refer to the instructions below.
TOTAL MARKS /25
Instructions:
Answer the 3 parts below.
Ensure that you provide specific details that demonstrate your understanding of customer service expectations and customer service recovery.
Create a Word or PDF document and submit your assignment electronically through BlackBoard in Word or PDF file only.
Spelling and grammar will be graded.
Submit your assignment ontime!
Part 1 ( 5 Marks)
Use the following link to access the official website of Japan Airlines.
Use this link to identify and list 5 key Flight Attendant behaviours that JAL state will be demonstrated onboard their flights.
(read Omotenashi and interpret the information to provide specific behaviours)
https://www.ar.jal.co.jp/world/en/guidetojapan/omotenashi/inflightservice/
Part 2 ( 10 Marks)
You have been saving hard and are planning to take a dream trip to Japan.
Based on what you have read about Japan Airlines, you excitedly choose them as your airline of choice.
You plan to fly from New York (JFK) – Tokyo (HND) departing on a date of your choice in June 2022 flight number JL005 and returning a week later on flight number JL006.
You’ve enjoyed a very successful year so far and decide to treat yourself to a Business Class Standard ticket.
Using the following link: https://www.jal.co.jp/ar/en/ conduct a price search for the above flights and answer the following:
1. How much is your ticket?
2. Does this price surprise you? Why or why not?
3. Provide an example of the service level you will expect from the Japan Airlines staff at each of the following steps of your journey:
• Pre Boarding
• During Boarding
• During the Flight you experience problems with your IFE. What are your expectations of the In-Charge?
• After Landing
(Remember to provide examples of the Flight Attendant behaviours at each step, not just the product they deliver)
Part 3 (10 Marks)
Read the British Airways customer review below, this review is on TripAdvisor, accessible to millions of people around the world and expresses the customer’s disappointment in the onboard service they received.
(Use the Airline Website to identify the expected service level on a flight from LHR – BGI.)
After reading the review, answer the following questions:
• What are the key delivery failures.
• In your opinion, Is the customer’s feedback valid? Why or why not?
• What is the impact of this review on the airline’s reputation?
• How would you as the In-Charge recover this situation?
Ensure that you provide specific detail!
How exciting taking off for Barbados
How soon after take off can a certain flight attendant spoil the start of your holiday.
Aggressive attitude when I didn’t understand what he said I was asked “did I speak English”. I was told off twice. My friend asked for a tomato juice a wine to go with lunch plus a glass of water. “You can’t have three drinks” “if everyone wanted three drinks where would we be” is water a drink???
No white wine on board for economy class asked if we could have one from business class. NO was the answer!
No smiles on board with the crew. A chore to serve us in economy. I called the Cabin Manager Robert to express my concern over my treatment. Didn’t seem overly bothered. What has happened to flying the flag and good customer service.
The lady sitting behind me was also upset by this flight attendants attitude.
At our hotel I heard several people saying never again British Airways! Let’s go Virgin at least they care. People having several similar experiences.
If you don’t enjoy your job DONT do it!
You have to like people to do this job.
The standard has dropped so much with British Airways. Also certainly Economy class don’t matter any longer. Really don’t ever want to fly British Airways
again. Once thought of as being the airline to fly with all I hear now. Is never again.
Take a leaf out of Richard Branson’s Book!
Date of travel: April 2018
https://www.tripadvisor.ca/ShowUserReviews-g1-d8729039-r577956606-British_Airways-World.html#
