Question

The Eastern States Air Environment Gloria Rooney saw the service in the airline industry had been in a state of steady decline for several years. More and more passengers were flying than ever before, but their level of satisfaction went down as their numbers went up. Given that, Gloria decided to add a small lounge to all planes that could accommodate one. For people not wanting to leave their seats, two complimentary drinks per passenger per flight, delivered to the seat, became the standard. Just before passengers exited each Eastern States flight, they were surveyed to see how satisfied they had been with the basics of the flight and with the frills which the Eastern States had put back into flying. To provide outstanding service, Eastern States had to raise its fares considerably. However, she soon realized she had been surveying only those who stayed, not those who left. Surveying a broader cross-section of passengers, former passengers, the responses are what people want is to get from here to there as inexpensively as possible. In the current market, Gloria understands cheap airfares are what people expect, and that ' s what needs to give to former passengers. The Eastern States increases the number of economy class seats, the number of flight attendants was reduced, and " meals ” consisted of dry finger food, mainly pretzels. The Eastern States began to make a financial comeback, but there is the number of complaints recorded. The following comments are typical: “ Seats too narrow, too close together. The flight attendant handed me pretzels just as we were landing. " " I 've had better seats and better service on the crosstown bus. "

According to the case, passengers were surveyed before they exited from the plane. Examine why customer survey was used.

Answer 1

Ans- Passengers were being surveyed before they exited from the plane to see how satisfied they had been with the basics of the flight and with the frills which the eastern states had put back into flying.

Answer 2

Rooney's mistake was that she blindly implemented a service product without understanding what product/service mattered most to clients. She ended up increasing travel fares because of frills that most travelers didn't need.