British Airways University Project
Hey everyone, thank you for taking the time in reading my thread, much is appreciated. I am doing a Final year project at University. I am an Aircraft Engineering Student and my final year project is aimed at customer service.
I will write up a report that can help show, how can British Airways (BA) improve the customer service/experience of their passengers in both an in-flight and on ground perspective. I need to write 10,000 words (yup its a lot)!.
The project is aimed at Longhaul sectors and how other airlines (5 star airlines) maybe provide something better to their passengers than BA. I understand cost is a big factor but I dont want to base it solely on cost.
I would appreciate if you guys could help me in just ideas.
- What is passenger satisfaction?
- What is important for you as a passenger when travelling?
- Would you pay more for quality?
- Do different passengers have different expectations, i.e, business class passengers are after respect and on-time performance where an economy passsenger may not be fussed with time.
When talking about ground services, what things can I talk about. I have a lot already but I need to somehow compare them with other airlines. Some examples are lounges, baggage allowances etc.