Managing Hospitality Service Experiences: Emirates vs Ryanair Analysis

This report provides a comparative analysis of Emirates Airlines and Ryanair, focusing on their service visions, mission statements, and internal service quality. The report begins by outlining the vision and mission of each airline, highlighting Emirates' commitment to providing the best service in the aviation industry and Ryanair's focus on offering low fares. It then delves into the internal service quality of both airlines, citing statistics and customer feedback to illustrate the differences in customer experience. Emirates is shown to have high service quality scores, while Ryanair's service has been criticized by customers. The report draws from the provided references to support its findings, offering insights into the contrasting approaches of these two airlines in the hospitality sector. This comparison is designed to meet the requirements of a 3231THS Managing Hospitality Service Experiences assignment, providing a concise overview of the key differences and implications for service delivery.

Managing hospitality
services
Emirates Airlines vs RyanAir

Vision and mission
Emirates Airlines
Vision
“To provide the best service in the
aviation industry. ” (Emirates.com.,
2018)
Mission
 To provide highest standards of
product quality
 Undertake continuous growth
 Investments in new technologies
 Accident reductions (Emirates.com .,
2018)
RyanAir
Vision
“To provide the best services at an
economic cost” (Lin & Wise, 2017)
Mission
 To offer low fares that encourages
increased passenger traffic
 Steady developments in the
operations

Internal service quality
Emirates Airlines
 The services that are rendered by
the airline organization scored
92.3 percent in a survey that was
based on the service quality
survey. It has helped in
maintaining the standards of the
services that are provided by the
organization while operating in
the diverse markets.
(Emirates.com 2018)
RyanAir
 The lower fares that are placed by the
organization has resulted to
overflowing crowds. According to a
survey, the customers commented that
they felt like “cattle” .
 The services that were provided was
not up to the expectations of the
customers which has affected the
position of the organization while
operating in the competitive scenario.

References
Emirates.com (2018). Emirates flights – Book a
flight, browse our flight offers and explore the
Emirates Experience. [online] Emirates.
Available at:
https://www.emirates.com/in/english/ [Accessed
6 Aug. 2018].
Lin, Y., & Wise, N. (2017). Reassessing airline
mission statements to address changing trends
and contemporary components of importance, a
content analysis. PROCEEDINGS BOOK, 392.