Jet Airways Service Recovery Strategies: Report on Airline Industry

This report provides a detailed analysis of Jet Airways' service recovery strategies, focusing on the airline's approach to addressing service failures and customer complaints. The report begins by defining service and service recovery, explaining the service recovery paradox, and highlighting the importance of service recovery in the airline industry. It then examines the reasons for service failures in the airline industry, such as flight cancellations, delays, and issues with luggage, and discusses why service recovery is crucial for airlines. The report provides an overview of Jet Airways, its history, and the service recovery strategies it has adopted, including responding quickly, providing appropriate communication, treating customers fairly, and cultivating relationships. It also discusses the strategies that should be adopted for effective service recovery. The report concludes that Jet Airways prioritizes service quality and is focused on customer loyalty and trust. It also mentions the company's proactive steps and strong presence across social platforms. The report references concepts about customer service recoveries and provides a list of references.