UAE Airline Service Sector Customer Care

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Table of Contents

Introduction
Services Expected
Quality and Type of Service
Best and Worst
Quality Measurement Criteria
Factors
Conclusion
References

Introduction

It is imperative to say that this sector is extremely competitive in most cases, and many companies all over the world take necessary measures to make sure that customers are satisfied with the level of services that are provided. Also, it should be noted that it is especially important in countries like the UAE because the number of tourists is truly astounding, and expatriates make up a huge percentage of the overall population.

It is imperative to say that organizations have to deal with differences in cultures and traditions to meet the needs of their clients. One of the most significant aspects that should not be disregarded is that the number of passengers is expected to be dramatically increased in the future, and the focus on better customer care is critical.

Services Expected

It is paramount to say that the needs of some categories of customers are relatively the same all over the world. It should be noted that it is understandable that the quality of services varies depending on the type of carrier. For example, some companies offer multiple travel classes and are focused on different groups of travelers. It is paramount to note that provision of free food is expected from legacy carriers, and the reliability of customer service should be high in most situations.

Also, it is paramount to say that the number of complaints depends on the expectations of the customers most of the time, and it is necessary to make sure that advertisements are reasonable depending on the level of service. The quality requirements are incredibly high most of the time because the clients understand that they are valuable for the companies and would be dissatisfied with unfair treatment.

Also, another significant factor that should not be disregarded in most situations is that it is important to understand that clients expect to be provided with services that would be worth the amount of money that is spent. The ability to exceed the expectations of customers is incredibly valuable and differentiates leaders of the industry from others. Also, it is paramount to note that clients are used to the fact that that the services are improved all the time, and it is necessary to keep track of latest trends in the industry.

The core issue is that some of the technologies that are introduced may be disruptive, and it is important to invest in the research because it may lead to an enormous competitive advantage. It is imperative to note that client dissatisfaction is extremely problematic in most cases because it is not an easy task to upgrade aircraft, and it is hard to justify such activities from the economic perspective.

Quality and Type of Service

A passenger lounge may be viewed as incredibly important because it shows that the company cares about its client. Also, it needs to be said that the quality of some services is not that important, and the expenses can be minimized by enterprises (Baker, 2013).

For example, entertainment is not an essential part of the flight, and its priority should be relatively small most of the time. On the other hand, significant amounts of resources should be devoted to the levels of safety and professionalism of employees because it is expected that they should be incredibly high in all situations.

Also, it is necessary to note that the quality of services that are offered by low-cost airlines also should be reasonable. Passengers that prefer such flights view such factors as entertainment as unnecessary most of the time and want to be sure that they do not overpay. Pricing policies are especially important in such cases, and many companies try to make sure that resources are used proportionally.

Best and Worst

It needs to be said that this sector in the UAE currently has several distinct points. One of the biggest advantages that should not be disregarded is that cultural differences are taken into account. It is entirely possible that clients can take advantage of discounts and other deals. Also, some companies may offer a broad range of benefits to customers that are loyal to the brand, and it can be viewed as superior to others (Zeithaml, Bitner, & Gremler, 2009).

Also, it should be said that there is a direct connection between the image of the company and satisfaction levels of clients, and this factor should be taken into account. It is necessary to note that compensations for any issues that passengers had to deal with can be quite significant to ensure that they do not lose the trust in the company. Another noteworthy aspect that should not be overlooked is that numerous firms that operate in this sector in the UAE are holding leading positions when it comes to airline safety.

The fact that significant risks are frequently related to this industry often leads to issues, and necessary measures should be taken to make sure that security and well-being of clients and guaranteed. Also, it is imperative to say that dangers that are associated with terrorist activities are especially problematic and have a tremendous impact on the decision-making process of customers. Also, the possibility of flight delays is perceived as a major issue in most situations, and the duration of maintenance may be quite problematic.

Quality Measurement Criteria

It needs to be said that various methods of evaluation of the quality of the service are frequently used. For example, analytic hierarchy process (AHP) can be used because it is known for its efficiency, and it helps to determine if particular objectives are met. Comfort, cleanness, the overall quality of food, entertainment that is provided, and appearances of crew members are related to tangibility.

It needs to be said that reliability is also of utmost importance, and perceived as highly valuable by most customers. It is paramount to make sure that such aspects as safety, timeliness, and professional skills of employees are not overlooked. Responsiveness and assurance are also essential. The level of empathy also needs to be high in most situations, and it is necessary to make sure that client can purchase tickets in a convenient manner and complaints also should be handled promptly.

Also, communication is critical in most cases because passengers often feel like they lack the control of the situation and it leads to stress and depression. It is especially true during emergencies and other incidents that require collaboration, and it is imperative to make sure that clients understand that everything is under control, and there is no need to panic.

Furthermore, it needs to be said that the weight of particular factors is mainly determined by an individual that measures the level of quality of services based on the priority (Tsaur, Chang, & Yen, 2002). It is imperative to note that certain aspects are valued much more depending on the type of flight. For example, comfort is of utmost importance during long trips, and this point should not be overlooked in most situations.

Factors

One of the most significant aspects that should not be overlooked is that both internal and external factors have a tremendous influence on the airline service sector and the industry as a whole. It is imperative to understand that it is necessary to make sure that an environment where passengers can freely voice their opinions, and they are perceived as important by the firms is essential.

Establishing of strategic partnerships can be incredibly valuable in most cases because it allows companies to grow at a fast rate, and the amount of resources that can be devoted to customer care also can be increased (Al-Ali & Ahmad, 2014). Another significant aspect that should be taken into account is that it is possible to develop long-term relationships with customers if they are satisfied with the services that are provided.

Such clients should be viewed as incredibly valuable, and it is necessary to provide them with a broad range of benefits to reward their loyalty. Also, it should be said that that the image of the company is extremely significant, and it is necessary to avoid any possible reviews from dissatisfied clients because information can be spread at a rapid rate because of social media and the Internet. One of the recent studies indicates that a relationship between passenger satisfaction and brand loyalty is quite significant and should not be overlooked (Hussain, R., Nasser, & Hussain, Y., 2015).

Another aspect that is worth noting is that a high level of competition has a positive effect on the overall state of the industry in most cases because companies are determined to ensure that the services that are provided are of highest possible quality. Also, it should be said that organizations in the UAE should view the experience of companies in other countries as an example, and consider such aspects during the development f strategies to avoid any significant mistakes and minimize the risks.

It is imperative to say that the overall economic situation in the country plays a huge role because customers can afford tickets that are more expensive, and companies can devote more resources to activities that would improve satisfaction levels of clients. Inflation and exchange rates also have a significant influence on the industry, and one of the primary reasons is because the population of expatriates is truly astounding.

Fleet commonality should be considered by the companies because it has numerous advantages over other approaches. First of all, it is much easier to repair aircraft of the same type, and it is not a hard task to attain parts that are needed. Also, it is imperative to note that additional training is not necessary in most cases, and it is quite important to minimize the expenses because the funds that are saved can be used to invest in other activities that would improve the experience of customers.

Another aspect that should be noted is that it is imperative to increase the overall efficiency of activities and it would be beneficial for both passengers and corporations. The primary issue that needs to be addressed is that the complexity of operations has increased dramatically, and the amounts of data that is collected and stored are truly astounding.

It needs to be said that analysis of such information can be incredibly valuable, and it can help to identify the needs of customers and what aspects they value the most. It is imperative to say that the government should pay more attention to this sector because it is vital to the economy and the fact that it is a major employer also should not be overlooked. Overall, it needs to be said that it is entirely possible that the situation is going to be improved in the future if they companies in the UAE take the experience of enterprises in other countries into consideration.

Conclusion

In conclusion, it is evident that this sector currently has to deal with several issues. However, implementation of new technologies and approaches would be extremely helpful and would help to address some of the problems that are present. One of the most significant aspects that should be noted is that this industry is essential for the economy of the UAE and many other sectors are also dependent on it.

The fact that the industry became much more competitive over the last few years is paramount because companies started to devote much more resources to client satisfaction (Hussain, R. et al., 2015). Overall, expectations of some of the customers are incredibly high, and it is paramount to take necessary measures to make sure that they are satisfied.

References

Al-Ali, H., & Ahmad, S. (2014). Etihad Airlines: growth through successful strategic partnerships. Emerging Markets Case Studies Collection, 4(5), 1-17.

Baker, D. A. (2013). Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines. American Journal of Tourism Research, 2(1), 67-77.

Hussain, R., Al Nasser, A., & Hussain, Y. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42(1), 167-175.

Tsaur, S., Chang, T., & Yen, C. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism Management, 23(2), 107-115.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Services marketing: Integrating customer focus across the firm (5th ed.). New York, NY: McGraw-Hill Education.

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