Aviation Passenger Operations: Improving Stakeholder Satisfaction and Service Delivery

This document discusses the various operations in the airline industry, such as dispatch, weather data provision, and ground to air communication. It also explores the challenges faced by aviation passenger operations, including flight delays and stakeholder dissatisfaction. The document provides insights from immigration and security area managers on how to improve customer satisfaction and service delivery through effective coordination, innovative technology, and continuous monitoring. It emphasizes the importance of updating internal and external systems, resolving internal conflicts, and enhancing security protocols for better customer experience and brand image.

Aviation Passenger
Operations
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TABLE OF CONTENT
Podcast.............................................................................................................................................3
REFERENCES................................................................................................................................6
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Podcast
There are various operations that need to be operated in airline industry such as dispatch,
weather data provision, ground to air communication and effective coordination between crew,
schedules of flights and maintenance planning. Aviation passenger operation has ineffective as
there are lot of flight delays in last four years thus affecting 17 million passengers. Stakeholder
are refers to people that are interest in function and operation of business such as suppliers,
creditors, customers, trade union, employees and government. Therefore company formulate
appropriate strategies as per need and requirement of such stakeholder in order to expand and
grow its business in the industry. Due to ineffective performance of Aviation passenger operation
various need and want of stakeholder are affects so they need to be improve for sustainability
and expansion of business in future circumstances. Therefore various smart solutions from point
of view of two stakeholders such as immigration and security area manager to ease pain of delay
passengers in these areas are as follows:
Immigration manager
There are various duties of Immigrate officer such as to provide direction to operation and
staff member to deliver various services to immigrants clients. At the same time responsible for
managing staff member of immigrant consultant and administrators in order to ensure that
standard quality services are render to customers without wastage of time and effort. One of the
main objectives of immigrant manager is to enhance satisfaction level of customers in terms of
rating from both transferee and corporate clients (Young, 2017). In effective coordination and
cooperation among people has result in delay of services provided to large number of customers
so it need to be improved so that qualitative services can be render to customers. Lack of
continuous monitoring of performance and activities that are performed by different staff
member is also another reason in ineffective operation and dissatisfaction of employees.
Therefore innovative technology should be used to inform customers about delay of various
flights, its schedule and effective operation of various functions within limited time and cost.
Employees of Aviation passenger operation need to be motivate and influenced to work
effectively as team so that company can easily remove its problem to provide delay service to
customers (Stanton, Harris and Starr, 2016). Lack of updated internal and external system of
company has also resulted in ineffective performance and delay in various services for large
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period of time. Thus, updation of internal and external system is also necessary so that customers
can easily provide quick and effective services without any further delay. As per view of
immigration manager Immigrate complex problem such as delay of flight are not handle
effectively which lead to reduce customers satisfaction, sales volume and profitability of
organisation. Thereby more emphasis needs to be given to improve customer satisfaction
through resolving their grievance and problem so that company can grow and expand its
business. Manager also stated that by improving coordination between different offices can help
in effective collection of corporate client’s bulletins on regular basis, various legislations that
need to be implemented with regards to corporate immigration (Patankar and Taylor, 2017).
Another stakeholder of Aviation Passenger Operations that is security manager explains several
reasons of delay and the way they can be improved for effective operation of business in future.
Security area manager
Security area manager plays most important roles in every organisation as they are
responsible for handling various security operation of firm. They formulate various rules,
regulation and policies so that safe and healthy environment can be provided to customers and
employees that are working within Aviation Passenger Operations. Security manager state that in
order to meet customers expectancy firm has to offer services within limited time and provide
accurate and complete information about flight details such as it schedules, destination. Aviation
Passenger Operations has to create emergency response procedure so that delay in services can
be avoided to large extended. Huge amount of company crucial data need to be kept secure and
effective so that various events and activities can be tracked. As per point of view of security
manager continuous supervision of information helps in improving and tracking events in which
company lack so that correct action can be taken for achievement of desired goals (Jasiński,
Pielecha and Markowski, 2016). Innovative technology helps in providing better customer
satisfaction and quick delivery of services within limited time and cost. Manager explained that
during analysis of data it was found that there are various conflict and contradiction among
employees regarding roles and responsibilities to be played by each member. Therefore various
steps need to resolver internal issue between employees so that good and appropriate
environment can be provided to them for effective operation of business. Effective operation of
employees will result in better customer services, meet needs of people thus helps in
achievement of goals. Safe and secure environment provided to customers will attract large
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number of people to choose Aviation Passenger Operations on behalf of other competitors in the
market. Improvement in information technology will lead to quick delivery of different
information about different flights to large number of customers. Company can also enhance its
security to ensure safety and security of personal information of clients which will lead to
improve brand image and meet need of customers. Continuous review of various incidents and
breaches helps in effective operation of different activities and satisfaction of clients need
beyond their expectancy. Another improvement can be done in security areas as manager was
that effective coordination of staff member in case of emergencies and alarm for safety of health
of people (Abdelghany and Abdelghany, 2016). There should be continuous development and
implementation of security protocols, procedure and policies for performance of different
activities as per set standard so that clients are provided qualitative services. Employees need to
be trained on continuous basis for effective security and safety of people for better experience
and customer’s satisfaction.
Therefore all such changes need to be brought within Aviation Passenger Operations for
effective and quick delivery of services within limited time to wide varieties of customers.
Improvement in security and safety of clients helps in enchaining brand image and tracking of
various events for better and qualitative services.
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REFERENCES
Books and Journals
Abdelghany, A. and Abdelghany, K., 2016. Modeling applications in the airline industry.
Routledge.
Jasiński, R., Pielecha, J. and Markowski, J., 2016. Emission of particulate matter during aircraft
landing operation. In E3S Web of Conferences (Vol. 10, p. 00030). EDP Sciences.
Patankar, M. S. and Taylor, J. C., 2017. Risk management and error reduction in aviation
maintenance. Routledge.
Stanton, N. A., Harris, D. and Starr, A., 2016. The future flight deck: Modelling dual, single and
distributed crewing options. Applied Ergonomics, 53. pp.331-342.
Young, T. M., 2017. Performance of the Jet Transport Airplane: Analysis Methods, Flight
Operations, and Regulations. John Wiley & Sons.
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