TUI Operations Management: Negative Online Review Solutions Report

This report addresses the operational problem of negative online reviews concerning the quality of hotels and resorts used within TUI packages. It begins with an overview of the issue, highlighting the impact of negative reviews on TUI's brand image and financial performance. The report identifies t...Read More

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

Table of Contents
Introduction................................................................................................................................3
Step 1: Overview of Operational Problem.................................................................................3
Step 2: Reason for Operational Problem with Theories.............................................................3
Step 3: Impact of Operational Problem......................................................................................4
Step 4: Proposed Solutions for Operational Problem................................................................5
Step 5: Evaluation of Solutions and Best Practices...................................................................5
Conclusion..................................................................................................................................6
References..................................................................................................................................7

Introduction
Operational activities of an organisation needs to be maintained and executed with accuracy
for maintaining the quality and goodwill of the company. The operational issue identified for
TUI Tourism, is the negative online reviews concerning the quality of Hotels and Resorts.
The issue has been emerging in the last few years and the unattended attitude has been the
main concern of its operations. The company has been facing negative online reviews which
needs to be met through some effective and productive solutions in order to gain back its
goodwill and market position. The operational issue needs to be met through some theoretical
evidenced solutions along with a justification to the application of the solution. Negative
online reviews has a wide impact on the image of the company and in the tourism industry,
the outlook and the goodwill plays a vital role (Christiansen et al. 2017). For framing up
some operational solutions which could be productive and enhancing for TUI, exploration of
various theoretical and practical practices needs to be done. A step by step review of the
operational issue would be done which would help in reaching to some productive and
specific solution for TUI problem.
Step 1: Overview of Operational Problem
The issue of negative online reviews online and leaving it unattended has been the main
operational concern of TUI which has been impacting the company’s growth to wide extent.
The unmet queries of customers’ feedback and unattended problems of the customers has
been adding on to the problem of negative image of the company (Trustpilot, 2020). Reviews
on the internet creates the majority of the outlook of the company and thus it needs to be met
through some effective solutions at the foremost priority. Reports from Financial Times has
revealed that the company has been facing widening losses for the first half of its Financial
Year due to the struggle it has been facing in keeping up the shifts in consumer booking
trends. As stated by, that TUI has been ignoring its customer’s feedback and the negative
reviews on the online sources has been creating a space for the company to fall down (Yang
et al. 2016). The unattended issues of customers and the negative reviews on the online
sources must have been attended and provided with some justification to the issues or
problems faced.

Step 2: Reason for Operational Problem with Theories
The reason for the operational issue in TUI has been the leniency and carefree attitude which
left the reviews un-replied and thus, the viewers has been believing what they read on the
websites and other portals. TUI Gran Canaria Platinum & A La Carte Hotels has been filled
up with the complaints on the services provided and this has been revealed through the
negative reviews on the online sources. Seaside Grand Hotel Residencia and Tanarife
Platinum & La Carte Hotels has been observed to be flooded with negative reviews onine on
the food services and other hotel services. On exploring all the relevant sources and hotels, it
has been identified that the reason for the operational issue in TUI of negative reviews has
been the concern of quality maintenance or proper training of the staffs (Tripadvisor, 2020).
The staffs and the management needs to be provided with some new and advanced ways of
tackling or handling the hotels. The operational issue of maintaining the quality of services
and products has been raised due to the non-applicability of the new technologies in the
company's’ activities.
TUI has been facing the issue of negative reviews online which could be met through
considering multiple theories and concepts on consumer behaviour and organisational
behaviour (Alblas, 2019). The two concepts could be explored in multiple ways for meeting
the requirement of the company. Though there are multiple other theories which could be
applied but these two theories needs to be assessed in a n effective way for gaining some
authentic solutions to the problem being experienced by TUI. The psychological factor and
the influential factor has been the main concerns in the company’s downfall. The consumer
behaviour and organisational behaviour provides with justified and relevant theories which
justifies the action and reaction of the two parties.
Step 3: Impact of Operational Problem
The falling sales and profit figures has been adding on to the cost of the company and thus it
has been making the annual reports to be unattractive too (Munbodh, 2020). The Finances of
the company has been revealed to be on the falling trend which has been giving a
repercussion effects on the service and products quality of the company. The consumers has
been building up their thoughts on the company that it is not responsible and it doesn’t gives
importance to its customers. The company has been not responding to the negative reviews
which has been adding on to the customers and viewers perspective that the company doesn’t
feel responsible to revert to its customers and thus the commitment and importance of

customers for the company has been framed up on individuals’ ability. The negative reviews
being unheard and unmet has been adding on to the negative response and thus, the impact
has been quite harsh on the Finances of the company (Schütte and Ciarlante, 2016). Gran
Canaria and Tenerife has been observed to be flooded with negative reviews on the website
and online sources with no justification or contradictory statements which has been impacting
the goodwill to great extent. If the hotels would have met the comments through some
positive and justifying statements then the impact would have been balanced. Leaving the
comments unattended has been adding on to the negative impact of the comments or reviews.
The consumers has been building up their thoughts on the company that it is not responsible
and it doesn’t gives importance to its customers.
Step 4: Proposed Solutions for Operational Problem
TUI could take up a campaign in concern its customers well-being and gaining their feedback
personally which would help in gaining back its goodwill (Canocchi, 2020). Seminars and
training programs for its staffs and management should be organised as this would help in
enhancing its quality of services and thus, gaining in brand image. The company could
appoint a person for handling all the online issues and thus reverting to all the reviews be it
positive or negative for the company. This would help in revealing the customers that the
company feels responsible for meeting its customers’ requirements and looks forward for
improvement (East et al. 2016). This would impact psychologically to the customers and it
could enhance the company’s position to great extent. TUI could take up a campaign in
concern its customers wellbeing and gaining their feedback personally which would help in
gaining back its goodwill (Canocchi, 2020). Seminars and training programs for its staffs and
management should be organised as this would help in enhancing its quality of services and
thus, gaining in brand image. The operational problem has been observed to be quite
impactful and it needs to be met smartly through recruiting some qualified person for
attending the online feedbacks, reviews and maintaining the image of the company. On the
company’s part some changes in its regulations and laws needs to be attended as this would
help in inculcating within the employees sense of responsibility and thus accelerating their
work.
Step 5: Evaluation of Solutions and Best Practices
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 and the brand image, and sustains it then all other criteria's are automatically met.
TUI could take up a campaign in concern of its customer’s well-being and gaining their
feedback personally would help in gaining back its goodwill (Luo et al. 2016). In the
digitalised world, online reviews and suggestions should be met or at least replied back on
first instance as this impacts the customer’s choices to great extent and thus, the company’s
sustainability and growth is also dependable on it.
Conclusion
The exploration of Operational issue of TUI has been quite wide in nature and the negative
online reviews is one of the significant issues which is required to be tackled with accurate
solutions. The impact of such operational issue and the extent to which it could reduce the
company’s growth and sustainability has been observed to be quite high. The solutions has
been provided through exploring theories and concepts on consumer behaviour and
organisational behaviour which helped in understanding the two perspectives and reaching to
some productive solution. The digitalised issue required some digitalised solution and this
has been stated for the company with an option of being active on the websites and revert to
the customers with specific clarification of each review.

References
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