TUI Operations: Solutions for Negative Online Hotel Reviews

This report addresses the operational issue of negative online reviews concerning the quality of hotels and resorts used within TUI packages. The report begins with an overview of the problem, emphasizing the impact of negative feedback on the company's reputation and customer satisfaction. It identifies specific examples, such as issues at Seaside Grand Hotel Residencia and unattended reviews at Tenerife Platinum & A La Carte Hotels, to illustrate the scope of the problem. The analysis draws on consumer behavior and organizational behavior theories to explain the reasons behind negative reviews, highlighting the importance of customer satisfaction and perceptions. The report then assesses the impact of negative reviews on TUI's finances, goodwill, and overall performance. Proposed solutions include improving service quality through employee training, providing feedback to online reviews, and applying new theories to meet customer needs. The evaluation emphasizes the importance of maintaining goodwill and brand image. The report concludes by referencing relevant sources to support its findings and recommendations.

OPERATIONS
MANAGEMENT OF TUI
ISSUE:NEGATIVE ONLINE REVIEWS CONCERNING THE QUALITY OF
HOTELS AND RESORTS USED WITHIN TUI PACKAGES

INTRODUCTION
 The company was established in 2007, through the merger of First
Choice Holidays PLC and the Tourism Division of TUI AG, owning
56.4% (Ft.com, 2020).
 The company has a wide coverage of 180 countries and claims 30
million customers.
 A British leisure travel Group, headquartered in Crawley, West Sussex
has been facing an operational issue of negative feedbacks online.
 The issue needs to be met through taking some effective solutions for
enhancing the company’s outlook.

STEP 1: OVERVIEW OF
OPERATIONAL PROBLEM
 The issue of negative online reviews for the quality of
TUI packages has been one of the most significant
and unmet issues of the company.
 It could be stated on clear grounds that the downfall
of the company has been because of the negative
reviews on the website and other online tools.

STEP 2: REASON FOR OPERATONAL
PROBLEM WITH THEORIES
 Seaside Grand Hotel Residencia (Maspaolomas), has been identified being complained
about the food services available in the packages and this again has been leading to
the negative review online.
 Tanarife Platinum & A La Carte Hotels has been observed to unattended its negative
reviews online which has been creating an impression on the customers that they are
not active in attending their customers or impacted by the negative thoughts of the
customers (Tims, 2020).
 There has been some or the other negative review for each of its hotels and resorts
which has been adding on to the negative impact on the company’s name.

THEORIES
 As per Hosain (2019), the consumer behaviour theory, the customers or the
consumers needs to feel important and significant in the eyes of the seller as this
helps in creating a goodwill and thus, even if the customer has a negative view of the
company’s product or service, he presents it in a positive and productive way.
 The negative reviews impacts the readers of the website psychologically and the
influencing factor is quite high in this concern
 Organisational Behaviour also conveys that the customers are required to be satisfied
and content either with he service or product or with the behaviour of the service
providers.

STEP 3: IMPACT OF OPERATIONAL
PROBLEM
 The operational issue of negative reviews online for
TUI has been impacting its Finances, goodwill and
other sectors.
 The increasing negative reviews and un-attending
factors has been impacting the company in reaching to
its initial profits.

STEP 4: PROPOSED SOLUTIONS FOR
OPERATIONAL PROBLEM
 The problem could be met through taking up some consumer focused solutions, along
with the goodwill creating or developing solutions.
 As is said that the image or the goodwill of the company is to be maintained and this
would provide with productive results for lifetime. If a company focuses on maintaining
the goodwill ad the brand image, and sustains it then all other criteria's are
automatically met.

STEP 5: EVALUATION OF SOLUTIONS
AND BEST PRACTICES
 Improve Quality of services through training its
management and conducting seminars for its
employees.
 Providing Feedback to all the reviews and comments on
the website or online sources.
 Applying new theories and concepts for meeting the
requirement of the customers and other people.

REFERENCES
 Ft.com. 2020. Tour operator Tui faces deepening losses | Financial Times. [online] Available at: https://www.ft.com/content/1ea2c300-76dd-11e9-bbad-
7c18c0ea0201 [Accessed 13 Jan. 2020].
 Trustpilot. 2020. TUI is rated "Poor" with 2.3 / 5 on Trustpilot. [online] Available at: https://www.trustpilot.com/review/www.tui.co.uk [Accessed 13 Jan.
2020].
 Tims, A. 2020. We were abandoned and ignored by our package holiday operator. [online] the Guardian. Available at:
https://www.theguardian.com/money/2018/nov/04/tui-package-holiday-passengers-abandoned-complaints-ignored [Accessed 13 Jan. 2020].
 Tripadvisor.in. 2020. Good and bad comments - Reviews, Photos - TUI Airlines Netherlands - TripAdvisor. [online] Available at:
https://www.tripadvisor.in/ShowUserReviews-g1-d8729195-r675933900-TUI_Airlines_Netherlands-World.html [Accessed 13 Jan. 2020].
 Hosain, M.S., 2019. Unethical Pro-organisational Behaviour: Concepts, Motives and Unintended Consequences. Asia-Pacific Journal of Management
Research and Innovation, p.2319510X19883084.
 Alblas, G., Wijsman, E. and van Noort, M., 2019. Organisational behaviour. Routledge.
 Schütte, H. and Ciarlante, D., 2016. Consumer behaviour in Asia. Springer.
 East, R., Singh, J., Wright, M. and Vanhuele, M., 2016. Consumer behaviour: Applications in marketing. Sage.
 Canocchi, C. (2020). Tui reassures investors after Thomas Cook collapse. [online] This is Money. Available at:
https://www.thisismoney.co.uk/money/markets/article-7498123/Tui-reassures-investors-Thomas-Cook-collapse-warns-market-conditions-remain-
challenging.html [Accessed 14 Jan. 2020].
 Munbodh, E. (2020). TUI issues urgent warning to customers in wake of Thomas Cook collapse. [online] mirror. Available at:
https://www.mirror.co.uk/money/tui-issues-urgent-warning-customers-20153642 [Accessed 14 Jan. 2020].