Экзамен 3 курс / Англ эк / Travel

Travel

1. Comment on the problems business travels face while traveling by air.

2. How does a Customer Relations manager solve the problem for business travels?

3. How do air companies promote business travel?

4. What are the causes of passengers’ misbehavior?

While traveling by air you can face some problems: diversions, sitting next to someone who talks non-stop, cancellations, dirty toilets, jet lag, bad weather, strikes, not enough room(place), lost or delayed luggage, long queues at check-in, bad food, sitting next to children, no trolleys available, overbooking.

The Customer Service Teaching Manager for British Airways. A lot of business travelers have specific seating requests (aisle, near a window, near to colleague). It’s not always possible to give everyone exact seat they want. One of the other things we get is downgrading. We miscalculate and have to downgrade passengers to a lower class – from First to Business Class or Business to Economy. The opposite thing is an upgrade. There are also problems with baggage. Passenger’s baggage may have been lost or damaged. And it’s quite an exhausting process trying to find out things because obviously Heathrow and British Airways is a very large organization.

In order to solve problem a manager should: listen carefully enough to find the actual cause of the complain and not just the symptoms of the complain, say that it doesn’t happen again and offer an apology.

One of example of promoting business travel. One company sends a free flight voucher. You can use this to claim a free Economy ticket if you take a First or Business Class trip with Emirates before July this year. In addition this company will be entering all respondees’ name in a free prize draw, and the winner will receive a Business Class trip for two people including seven nights’ luxury hotel.

These are some reasons for passengers misbehavior:

Flights don’t leave on time;

Passengers don’t feel safe;

Airline staff don’t put the customer first;

Flight attendants aren’t polite;

Some terminals are too crowded;

Passengers feel worried and nervous;

The airline food is poor quality; Some passengers get drink; Some airlines don’t have no-smoking policies; passengers don’t respect authority.

The abusive passengers is becoming a world-wide problem. The work of the staff is very stressful. The cause of the most passenger misbehavior is stress. Overcrowding at the airport raises adrenaline levels. They have no control on an aircraft. In these circumstances, they wait for one little excuse and then let rip. Much of the abuse is down to alcohol, some – with smoking. Some carriers are banning on-board smoking, leading the nicotine dependent into conflict as they try to have a secret cigarette.