Management 12: International Flight Travel Experience Analysis Report

This report provides a detailed analysis of an international flight experience, focusing on customer expectations, service quality, and overall satisfaction. The report begins with a personal account of the flight, detailing the author's experiences with booking, airport procedures, and in-flight services. The analysis delves into key concepts such as customer expectations, service quality, and satisfaction, drawing on relevant theories and concepts. The report highlights the airline's strengths, such as its focus on customer comfort and service, while also offering recommendations for further improvement. The recommendations section provides actionable insights for the airline to enhance its customer experience and maintain a competitive edge in the market. The report concludes by summarizing the key findings and emphasizing the importance of customer-centric approaches in the airline industry. The report includes an executive summary, table of contents, introduction, theories and concepts, analysis, recommendations and conclusion with bibliography.

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Marketing and Service experience
By (Name)
Name of the Class
Name of the professor
Institutional affiliation
City and State
Date

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International Flight Travel
Ever since my childhood, I have always been interested in traveling, be it at the local or
international level. As a result, one of the major hobbies that I have always been focusing on
during my free time is traveling. I have always loved going out with my friends as we travel to
places where we have never been before. On the other hand, I have always viewed traveling as a
fundamental hobby that always provides me with an opportunity of visiting new places that
further expands my idea of thinking through having a clear understanding of what this world is
more about. Being an outgoing and interactive kind of person, these are some of my essential
characteristics that have made travel in my life to be so much interesting most so with the new
people that I always come across. Since I have always been able to do a good part of my travel
through the use of read transport, there has always been a strong interest in doing international
flight travel which I have always believed to be having the capability of exposing an individual
to a global platform where there exist different cultures and diverse backgrounds of people from
all walks of life.
I had once planned to do international flight travel, which I believed was going to be one
of the best experiences in my life as far as my traveling hobby is concerned. As a result, I
decided to choose one of the international airlines, which I believed would the most efficient in
terms of offering some of the best experiences. I did not have to walk directly to the organization
to make a flight booking bust. Instead, I had an opportunity of visiting their online website. The
website contains nearly every information regarding the kind of flight services that the company
offers without moving directly to specific locations where the main offices or even branches are
situated. Initially, I planned to do an international flight to my destination through a flight that

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was not linked directly with the country destination. This meant that we would make certain
stopovers in different countries first before reaching the final destination. Additionally, as far as
my expectations regarding the final destination were concerned, I expected to come across
people of different cultures, behaviors, and even Christian values. I also expected that I would
take a couple of days probably one month where the expectations were also extended towards the
flight where I expected moderate services, which could be easy to afford most so during the
travel session.
After making an online booking from home, the day for the travel was around the corner,
and I had to be very excited with a lot of expectations since it was an act which I had never done
before. It was on a chilly Friday morning when I had already rushed to the airport by seven in the
morning since the plane was supposed to take off in two hours. My first experience with the
airport officials at the arrival point was very encouraging since they were accommodative and
talked nicely to the customers as some of them issued appropriate direction to the waiting bay
where we had to wait from the flight time. Since it was a chilly morning during that time, the
weather conditions were not that favorable, and to some extent, this is always not a good climatic
condition to the aviation industry due to its nature of interfering with the pilot's visibility. This
was the only significant effect that I believed the bad weather could cause, but to my surprise, I
could still see several planes fly high in the sky, a clear indication that it was favorable to the
pilots. Although the plane was to take about seven hours to reach the final destination, about two
hours after the flight had already taken off, I was impressed with the kind of service that we were
offered in the plane by the air hostess who was always at our service whenever we needed some
help. Every passenger was served some soft drinks, which made the journey to look very
interesting and comfortable. This was one of the best classes that I had chosen since by the time I

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was making the booking, I came to realize that the company had flights for different classes from
which customers can easily choose from depending on their interests. The class that I traveled on
was all about comfort; the seats were very comfortable to the extent that one could feel the level
of customer care that was being offered in the class. As far as the services were concerned, I can
say that they were quality services that are worth the money paid as a result, I was able to get
satisfied with what I had to encounter right from the airport to the flight attendants who put a lot
of efforts to make sure that the customers are cable of receiving the best services that are capable
of meeting all their expectations. I would highly recommend this service to my family members
and friends, most so the ones who have a passion for travel and are always concerned about the
quality provision of products and services. When they seek for this service, they will not be able
to develop any worries about the nature of service quality that will be offered to them since much
focus is always directed towards customer satisfaction and comfort. It is high time people tried
this kind of service.

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Analysis and recommendations for an international flight travel
Executive summary
International flight travels always consists of a vast range of travel services that are being
offered by various airline companies across different global regions. Currently, international
flight travels have been able to gain popularity across different groups of people, with tourists
from different countries, leading the customer segments. People have been able to develop a lot
of expectations regarding different types of international travel services that are always being
offered across various travel airlines (Khan, Rahman, and Fatma, 2016). As a result, various
travel companies in the aviation sector have emerged to be very competitive in the kind of
products and services that they provide to them. As a result of this level of competition, a lot of
travel companies have been able to emerge by putting many efforts into their hospitality sector,
which has ended up providing them with an opportunity of attracting the attention of different
customers.

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Table of Contents
International Flight Travel...........................................................................................................................2
Analysis and recommendations for an international flight travel................................................................5
Executive summary..................................................................................................................................5
Introduction.................................................................................................................................................7
Theories and concepts.................................................................................................................................8
Expectations............................................................................................................................................8
Service Quality.............................................................................................................................................9
Satisfaction..................................................................................................................................................9
Recommendations.....................................................................................................................................10
Conclusion.................................................................................................................................................10
Bibliography...............................................................................................................................................11

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Introduction
The service providing organization that provided the services for international travel
appears to be among the competitive organizations across different market platforms. Moreover,
the kind of services provided by the organization is a clear indication of how much its
management team is concerned with what is given to the customers (Merrilees, 2016). The
organization has been able to recognize that one of the essential external stakeholders is the
customer and to come up with a reasonable reputation for the organization, it is necessary to
provide the customers with the kind of services that will make them develop a positive feeling
regarding what is offered to them (Mathis et al., 2016). This is one of the major areas that have
enabled the organization to get recommendations from different customers that they have been
able to serve at one particular point (Tsiotsou, 2016). Through this, the customer base has been
rising steadily over the past years where there is a high probability that in one or two years to
come, the organization is likely to dominate different market platforms by providing its
customers with the relevant products and services that they have been longing for during their
travel hours most so at the international levels (Kashif et al., 2016).

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Theories and concepts
Expectations
The organization has been at the forefront to make sure that customer expectations are well
addressed. Since the management is aware that a good percentage of customers always prefer
quality in terms of the products and services that are being offered to them (Pomirleanu,
Mariadoss, and Chennamaneni, 2016). Under certain circumstances, customer expectations
might end up being a little bit challenging to a given organization. Since the organization's
customers always tend to have their expectations regarding the nature of the business that is
being offered by the service provider, it has been able to implement a vast range of strategies to
make sure that these expectations are well met (Wulandari, 2016). On the other hand, according
to the organization, issues that are associated with customer satisfaction, majorly entail nearly
everything that a given customer expects right from the products, services, or even the
organization. Additionally, it has also been able to have a clear understanding of how customer
expectations are always formed together with how they are likely to change over a given time
frame (McDonald and Wilson, 2016). As a result, this has provided the airline company with a
great foundation when it comes to implementing an effective and reliable customer expectation
management (Lemon and Verhoef, 2016). Through this, the organization has been on the verge
of communicating clearly and in an honest way to make sure that the customer's expectations are
well attained in terms of the kind of information that they expect from the organization (Shankar
et al., 2016). Since the organization's customer expectations will have been greatly influenced by
the kind of information that is always read and seen by the customers, it has been able to ensure
that every information that is provided to the customers is always clear, consistent and full of
honesty that will further scale up the bond that exists between the customers and the organization

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(Fan, Alei, et al., 2016). According to research, lack of clarity when it comes to communication
matters has always been cited as a major issue that is capable of affecting the level of customer
experience in a negative way (Lemon and Verhoef, 2016).
Service Quality
The service providing organization was able to put a lot of focus on issues associated
with service quality. Interestingly, it has been able to introduce new services that are geared
towards providing its customers with the best customer experience (Calder, Malthouse, and
Maslowska, 2016). This is a strategy that has provided it with an opportunity to increase its level
of competitiveness. The ability of the organization to adequately measure the level of its service
quality has given it a chance to be able to produce appropriate results that are actionable (Vargo
and Lusch, 2016). On the other hand, proper service quality management techniques that are
being carried out within the organization enables high levels analysis that is associated with
customer service points at an individual level by going as far as providing the whole company
with the data that it requires most so when it comes to making different targeted improvements to
specific areas that are of concern to the customers (Chen, Yueh, and Liang, 2016).
Satisfaction
A higher level of customer satisfaction that is attached to any given business is normally
a fundamental technology towards attaining various goals (Sipe and Testa, 2018). To ensure that
customer satisfaction has been attained within the organization, the management has always been
able to train the employees on how to listen to the customers at any given moment. In the process
of looking, they have also been able to gather different customer feedbacks with the intention of

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implementing various types of requested changes, thus taking the organization to higher levels
(Kim, B. and Lee, 2016).
Recommendations
Managers across different organizations should, therefore, put a lot of concentration on
their customers by providing them with the required products and services for them to be able to
encounter some of the best customer experiences.
Conclusion
Conditions that are normally related to customer satisfaction within any given business
are normally addressed as strategic business tools. Moreover, customer satisfaction is not capable
of bringing a positive effect based on an organization's profitability bust instead; it is the satisfied
customers who have the capability of forming s strong foundation for any business that is
focused on being successful since customer satisfaction will lead towards a repeat in terms of the
products and goods that customers obtain from their organizations of choice. Satisfied customers
are likely to share their personal encounters with other people thereby providing a given
organization with an opportunity to capture the attention of different customers. Lack of an
appropriate customer satisfaction modeling is likely to bring on board a negative effect on the
side of sustainable development that is likely to take place within the boundaries of a given
business. A lot of organizations have emerged successful and very competitive since they were
able to put a lot of focus on the products and services that they offered to their customers.

Management 11
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