Managing Service Quality at EasyJet

The present report focuses on managing service quality at EasyJet and improving their services better than others. The organization is facing problems due to poor claims handling and poor customer services, but these issues can be solved by implementing benchmarking techniques in their business. This approach will help improve passenger service quality and management effectively.

MANAGING QUALITY
IN HOSPITALITY,
TOURISM AND EVENTS

Executive summary
The present report will cover all the informations about travel and tourisms industry,
including EasyJet as lower cost airline. It was state problems being currently experienced by
organization and include to what level firm has right capabilities and power to improve services.
This report was clarified benchmarking techniques following by firm and Kaizen techniques as
recommendation for improvement.

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................1
Issues being currently experienced by Easy Jet...........................................................................1
In some extent of right capabilities and competences to improve quality...................................3
Impact of one technique on easyjet in context of delivering services and quality......................4
Recommendation as improvement...............................................................................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Managing quality is one of the most important activity or act of overseeing all tasks and
activities needed to maintain in workplace as desired level of expectation. Managing quality in
travel and tourism increase standards of services more than the others (Yi, Day and Cai, 2014). It
refers to any systematic activity and planned directly towards offering customers with products
and services of proper quality, along with assurance that firm meets' customer requirement. The
present report is based on EasyJet airlines company and explain issues which they experienced
currently. It clarifies what extent firm has right capabilities and abilities to improve quality. It
also explains impact of one of technique that have on organization in term of effective quality
management and delivering accordant. Furthermore, it clarifies recommendation as improvement
in context of EasyJet.
TASK
Issues being currently experienced by Easy Jet
EasyJet is a British airline serve their services at low cost, they operate international and
domestic scheduled service over 1,000 routes in much than 30 countries. Airline offers
impressive discount on booking of flight tickets and customers book cheap flights at their official
Easyjet.com website. Organization has seen enlargement since their establishment, having
growth through a combination of business acquisitions and base beginnings fueled by customers
request for low cost air travel (Holloway, 2017). Easyjet operate their functions and business
services effectively at low cost, they along with subordinate firms such as Easyjet Switzerland
and easy jet Europe and also operate more than 300 aircraft.
Issues get arise-
Issue 1-
After offering discounts and other facilities Easyjet airline presently experienced many
problems which directly effect their business growth and success in airlines industry. In UK low
cost airlines special performed poorly, Easyjet also coming in as lower ranked airway of country
which based mostly on their poor demand handling score. Organization do not managed
customers claims for their poor services which impact on their profit margin more than the other
airlines in UK.
Issue 2-
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After cancellations and fight delays customers are frustrating and need quick response, so
when this happens, Easyjet do not give their best to get customers to their destination and do not
help customer to make correct choice to get them where they need to go. Thus, after flights
cancellation passengers had to wait long time for compensation of their expenses which make
negative influence on airline market reputation and productivity. Many consumers have
complained on Trustpilot and Tripadvisor about poor client services by company. Flights
canceled just few hours before take off create many difficulties for passengers, especially for
some people who need to attend argent business meetings in another country or state. Some
times airline get delay for making any announcement regarding flights cancellations (Fageda,
Jiménez and Suárez-Alemán, 2014). That is one of the reason which has been set negative image
of Easyjet in clients mind and then they declared firm as the worst airline organization in world
and warn others people to do not book Easy jet flights tickets.
Once or twice in month Easyjet customer care services do not quickly reply and solve
issues or queries of people because they have number of customer base and need to manage it
daily in which some extent they might be cannot attend each of them.
Issue 3-
EasyJet criticized in Germany for not observing EU law on assistance of passengers and
compensation in case of cancellation or flight delays which bring many difficulties for company
during serving their services in country. They make agreement with Emirates with regard to
flying over 125 destinations across 76 countries including Singapore, Dubai, Bangkok, cape
town, Sydney etc.
Company do not fulfill the needs of customers and also does not compensate their
expenses on time after flight cancellation, in this situation people may choose another airline that
will be able to fulfill their demand and make them happy and satisfy by services. All the above
problems gets arise due to lack of communication gap between customers and company. Lack of
communication does not solve the issues and bring positive outcomes that is one the most
challenging situation for firm which they need to resolve it as soon as possible for generating
high revenue more than another. As consider in low cost airlines they do not maintained high
standards level that impact on customers services and business reputation. EasyJet provide lower
costs facilities in which they will not be able to do some innovation or creativity more than the
other airlines in UK.
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In some extent of right capabilities and competences to improve quality
Easyjet at some extent have the right capabilities and ability to develop and improve
service quality and standards. For example, they need to manage customers claims about service
with the helps of hiring new and talented people in firm. Those who are able to solve their
problems and focuses on accomplishing passengers needs and demands.
They have to realize that flights cancellation are improbably frustrating customers more
and more, so when this happen in workplace, Easyjet do their best to get people at their
destination and also help to refund compensation quickly as soon as possible after flight
cancellation situation (Choi, Lee and Olson, 2015). Before passengers get to airport with the help
of flight tracker they keep up to date customers about their flights time and inform appropriate
schedule. Flight trackers is one of the best way that helps visitors to check their flights status and
flight departures. Mobile app is the easiest way to get this app in phone where passengers simply
type www.easyjet.com into their internet browser to get the flight current status.
In extent where customer complain that company do not make announcement quickly in
context of flight cancellation or delay (Suki, 2014). At this situation Easyjet management need to
provide training to their staff members in regards for improving service quality. With the help of
training and proper direction staff will improve their skills and efforts to solve their issue.
In unfortunate event that flight is cancelled they transfer passengers to another easy jet
flight without making any charges on it and if customer wants refund after cancellation Easyjet
will do as they want. On the other hand company include some more facilities for satisfying
consumer while they are travelling. For example, if flight is cancelled and passengers need
overnight accommodation, they will make all the arrangements for them online. Thus, for getting
this service people need to login onto their flight tracker or log into mobile app, they can also
request the hotel through manage bookings app. Hotel accommodation will only be reserved
online on date of flight cancellation. Capability- If customer are not been able to depart until
following day, just to satisfy consumer Easyjet ground staff will need to arrange overnight
accommodation facility to people that helps to retain them with company for longer term.
By following EU law or regulations firm will improve their services quality more than
the other low fare airlines in UK. For example, airline did not forever refund flight tickets in
timely fashion and compensate in denied boarding etc. thus, according to European Union law
they need to compensate customer expenses on time or within a week.
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Firm mission statement: To provide their consumers with safe, point to point air
services and good value. To influence and to give conformable and reliable goods and fares
appealing to business and leisure markets on range of European routes.
Internet has been source of cost saving for Eastjet in customer process, the development
of their own internet reservation facility has permit company to eliminate travel agent
commissions, although as part of their improved service initiatives. For gaining the best results
and satisfy customers organization need to improve their service quality, trained staff members,
hire most talented applicants, which also helps to achieve their goals and business objectives or
mission.
Impact of one technique on easyjet in context of delivering services and quality
Benchmarking is activity of comparing business procedures and performance metrics to
industry bests and best practices from another firms. Dimensions typically evaluated are time,
quality and cost (Min and Min, 2015). It is used to evaluate business performance using
particular indicator, resulting in metric of performance that is then compared to another in
industry. In other words benchmarking is term of covering what is the best performance being
achieved – whether in specific firm, by a whole various industry, by competitors. It is one of the
best tool or technique that gathered information which can be used to determine gaps in company
procedures in order to gain competitive advantages.
Benefits of benchmarking- It permits any firm to gain independent position about how
good they perform as compared to another organizations. It helps to drill down into performance
gaps and identify field for improvement and development. It also develops standard set of
metrics and processes. This technique helps to identify problems or areas which make difficulties
for company more and more.
EasyJet airline adopt benchmarking as one of the best technique that helps to manage
quality management and delivering consistent quality services. Company are facing issues or
experience many problems in business structure such as customers dissatisfaction, poor claims
managing score, that directly affected on firm profit margin and market share rather than the
others in Arline industry. In current competitive market environment all companies are seeking
ways to develop or improve its all over performance. One of the such method of improvement,
newly adopted by many organizations, is benchmarking.
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Easyjet used this tool to measure internal business process and improve effectiveness of
quality management in their workplace. Internal, competitive, generic and functional
benchmarking are the four types of benchmarking. If company used functional benchmarking as
effective technique they can deliver quality services and manage each business functions
effectively.
Impact of Functional benchmarking-
 By using functional benchmarking company identify their strength and areas where they
need to be improve more.
 Functional benchmarking will be accomplished at federal level by comparing the IRS
collections procedure against another companies (Hu and Hsiao, 2016). By adopting this
technique Easyjet get all the information about the latest trends which helps to improve
services according to trend.
 With the help of functional benchmarking firm compare their own services with another
airlines and then identify weakness or points which directly impact business negatively
such as customers dissatisfaction. It is very beneficial for Easyjet as impact on business
positively because after using functional benchmarking they can increase customer
service standards more than now as compare to others.
 Performing with financial benchmarking company can analyses and compare their
services and know more about the reason why customers are not satisfied still after
getting low costs services. Results after implementing this technique comes as efforts to
assess business overall competitiveness and productivity.
 By using benchmarking technique Easyjet chose the subject which they need to improve
for example, customers satisfaction and poor claims handling score. After identify issues
they can make effective plan for improving quality of management and define process.
 With the help of using financial benchmarking they can solve issues and overcome within
experience which they being faced currently.
 Communication is one the best part of this technique that can helps to resolve issues and
fill gaps between customers and organization effectively.
Recommendation as improvement
EasyJet required to improve their poor consumers services and poor claims handling
score and make it better than now or other airlines in industry. Customer stated that company is
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the worst airline in the world and give warning to other people's not to book their tickets because
of lack of communication and poor service in context of announcement regard flight cancellation
or delay.
 Thus, firm required to communicate with their clients and try to inform passengers about
flight schedule when it gets changed due to some situations or climate change.
 Consumer journey actually started before they get at the airport and after flights has
landed at destination (Hwang and et.al., 2015). EasyJet ground staff must provide its
services when passengers arrive in flight and till the end when they are leaving.
 Staff members of company should build good relationship with their customers through
good communication. With the help of building strong connection and relation Easyjet
identify consumer needs, demands and requirements.
 Organization must concentrate on customer more than increasing profit because it helps
to know more about them and fulfill passengers expectation, by this way company earn
money more and more than now.
 To improve poor customers services Easyjet should hire new staff that like to serve and
serve daily. Some times airline flight from Dubai was delayed in that case they need to
inform passengers quickly. At that moment talented and skilled staff members perform
well and serve their services to customers and helps to make all of them comfortable till
when flight do not land at the destination. Staff must take action when flight get delay
and serve dinner on time.
 EasyJet should improve seat situations of their airplanes because some passengers get
harm form less distance with another seats. For example, When customer bend down to
get something from under their, they hit head on seat in front of them. Organization
figure this out and do some changes in seating structure and then make money.
 Easyjet are using benchmarking technique in their business for improving service quality,
they should used kaizen tool as well which also be very beneficial for company (Gupta
and Belokar, 2014). Kaize is one of the best approach to create continue improvement or
development based on ideas that tiny, current positive alteration can reap major
improvements.
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 They should adopt Kaizen technique that helps to improve Airline operations and poor
services continually more than other airlines in industry and garb the attention of new
customers and retain existing ones with them for longer.
 When people claims compensation in EasyJet in context of flight cancellation or delay,
company should quickly respond passengers requirement and demand and helps to check
out their issues.
 They should train their staff for handling claims on time which is beneficial for business
growth and success. EasyJet staff members also engage customers in different of ways
that give them some time to know more about the claims and reasons behind it.
CONCLUSION
The present report discuss about the managing service quality of EasyJet and improve
their services better than the others. It has been concluded that organization are facing problems
because of poor claims handling and poor customer services, but they can solve their issues by
implementing benchmarking technique in their business which helps to improve their passengers
service quality and management effectively. This report discussed about benchmarking tool as
effective quality management, that brings positive outcomes for company. Furthermore, it has
been concluded recommendation as improvement in context of Easyjet, training, hiring new staff
and others things make facilities better than others and build good relationship with customers.
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REFERENCES
Books and Journals
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industry: a service quality-adjusted DEA model. Service Business. 9(1). pp.137-160.
Fageda, X., Jiménez, J.L. and Suárez-Alemán, A., 2014. Assessing airlines: Quality as a
competitive variable. International Journal of Transportation Economics. 41(3).
pp.425-440.
Gupta, C. and Belokar, R.M., 2014. Applications of total quality management in Indian airline
industry. International Journal of Science and Research. 3(5). pp.1077-1081.
Holloway, S., 2017. Airlines: Managing to make money. Routledge.
Hu, K.C. and Hsiao, M.W., 2016. Quality risk assessment model for airline services concerning
Taiwanese airlines. Journal of Air Transport Management. 53. pp.177-185.
Hwang, S.Y. and et.al., 2015. Improving service quality through managing customer contact:
case of airlines. International Journal of Productivity and Quality Management. 15(2).
pp.203-214.
Min, H. and Min, H., 2015. Benchmarking the service quality of airlines in the United States: an
exploratory analysis. Benchmarking: an International journal. 22(5). pp.734-751.
Singh, A.K., 2016. Competitive service quality benchmarking in airline industry using
AHP. Benchmarking: An International Journal. 23(4). pp.768-791.
Suki, N.M., 2014. Passenger satisfaction with airline service quality in Malaysia: A structural
equation modeling approach. Research in transportation business & management. 10.
pp.26-32.
Yi, S., Day, J. and Cai, L.A., 2014. Exploring tourist perceived value: An investigation of Asian
cruise tourists' travel experience. Journal of quality assurance in hospitality & tourism.
15(1). pp.63-77.
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