The airline industry involves transporting passengers and freight by air on scheduled routes, typically using airplanes. Quality is important in the airline industry because air travel is often the only viable option for long-distance travel, and passengers cannot choose safer alternatives. There are several quality rating systems that airlines implement, including the World Airline Star Rating, SKYTRAX Airline Quality Audit, and IATA Operational Safety Audit, which evaluate hundreds of areas of product and service delivery across airlines. Maintaining high quality standards is a driving force in the industry, as seen in the case study of Singapore Airlines, which has a 2-star rating and focuses on customer feedback, service development, and benchmarking against competitors to deliver excellent service.
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1. What is Airline Industry?The business of transporting paying passengers and freight by air along regularly scheduled routes, typically by airplanes but also by helicopter
2. Why is quality in airline industry important?Public consciousness Only way to travel long distancesPeople cannot choose a safer alternative
4. Quality systems in placeWorld Airline Star Rating速SKYTRAX Airline Quality Audit (SAQA)Quality analysis system implemented in 2000Conducted by in-house airline audit specialists
5. Quality systems in placeAnalysis across more than 800 different areas of product and service deliveryKey guidelines that determine what is necessary to achieve different Star Ranking levels
8. Quality systems in placeIATA Operational Safety Audit (IOSA) programInternationally recognized and accepted evaluation systemAssesses the operational management and control systems of an airline
9. Quality systems in placeContinuous updating of standards to reflect regulatory revisions and the evolution of best practices within the industryA structured audit methodology, including standardized checklists
14. Case Study SIARanked 2nd in World Best Airline 20105 Star rated (1 out of the 7 airlines in the world)Hundreds of industry award for its service quality
15. Case Study SIASIAs website one of the most advanced and user friendly in the worldService development departmentCorporate culture that accepts changeExtensive customer feedback mechanismsProgram SIA
16. Case Study SIASIAs website one of the most advanced and user friendly in the worldService development departmentCorporate culture that accepts changeExtensive customer feedback mechanismsProgram SIA
17. Case Study SIAAim to be the best service organization benchmark against other competitorsProduct Innovation DepartmentTeam conceptDeveloping staff holistically
Editor's Notes
According to the definition, airline industry refers to the business of transporting paying passengers and cargos by air along planned routes, either by airplanes or helicopter. Strictly speaking, airline industry does not include planes used for defense industry. And for the purpose of our discussion, we have narrowed our scope down to commercial airline industry transporting passengers.
Taken from Skytrax website.A breakdown of how they rate the seat comfort. Eventually totalling the score up to give the overall star rating
A section taken from IOSA Standards Manual (something like our CP)
customers can check schedules, buytickets, check into a flight, manage their Krisflyer (frequent flyer)account, find out about promotions, and even choose their meal fortheir next flight.This departmentundertakes research, trials, time and motion studies, mockups,assessing customer reaction; to ensure that a service innovationis supported by the appropriate procedures.program calledSIA, for staff ideas in action, where staff can propose any ideasthey have that would improve service or cut costs.
customers can check schedules, buytickets, check into a flight, manage their Krisflyer (frequent flyer)account, find out about promotions, and even choose their meal fortheir next flight.This departmentundertakes research, trials, time and motion studies, mockups,assessing customer reaction; to ensure that a service innovationis supported by the appropriate procedures.program calledSIA, for staff ideas in action, where staff can propose any ideasthey have that would improve service or cut costs.