Hello,
Today we write about the importance of good customer service.
A) Answer the questions:
a) what is customer service
b) why is it important in the aviation industry.
Support your answer with examples of airlines that provide superior customer service. Discuss the qualities that a customer service representative must demonstrate when dealing with customers.
B) Discuss 4 rules of good customer service. Write the rules, explain and support them with examples.
Regards,
RV
Thursday, October 28, 2010
Wednesday, October 27, 2010
Customer Service
Hello,
Today we are going to find out which are the best airlines rated by Skytrax for 2010.
Speaking about the exclusive 5-Star Airline ranking, Skytrax CEO, Mr Edward Plaisted said:
"The greatest attribute behind 5-Star status is an airline's ability to deliver the combination of Product and Service. A great product standard is not by itself the key to a 5-Star ranking, and we are equally concerned by the Quality of front-line service that an airline provides. We are focussed on recognising airlines whose staff deliver a true 5-Star standard of service delivery.
(quote from Skytrax website)
1) Go to the official site of Skytrax (the link is on the right in Useful Links), browse the main page and look up the airlines that received 5 star ranking for 2010.
2) List them in your post, find their airline codes and their main hubs. Comment whether you have travelled with any of them and what your impressions of their product and service are.
3) Customer Service is broken down into the following criteria:
Service Efficiency
Enthusiasm, Attitute
Interaction with Passengers
Cabin Presence through Flight
Responding to Requests
Language Skills
Consistency among Staff
Personilisation of Service for Business Travellers
Problem Solving
Read passengers' comments on their experience with these airlines. What are some of the comments passengers make about the customer service they have received? Summarise some of the opinions in your post.
Kind regards,
RV
Tuesday, October 26, 2010
Imagining Passenger Experiences
Hello,
It's the start of the second term and the beginning of Book 2. Good luck!
This term will be discussing the different stages of the passenger processing. We start today with passenger experiences.
Tell us about a time you have travelled by air. Write about any problems you have had at any step of the process before/ during/ after the flight.
Regards,
RV
It's the start of the second term and the beginning of Book 2. Good luck!
This term will be discussing the different stages of the passenger processing. We start today with passenger experiences.
Tell us about a time you have travelled by air. Write about any problems you have had at any step of the process before/ during/ after the flight.
Regards,
RV
Wednesday, October 13, 2010
Airport Trip
Hello,
I'd like to encourage students to share their impressions from yesterday's airport trip. Write about your experience and share your thoughts with the other students in the class.
Regards,
RV
I'd like to encourage students to share their impressions from yesterday's airport trip. Write about your experience and share your thoughts with the other students in the class.
Regards,
RV
Airport Layouts
Hello,
We write today about airport design and how the layout of an airport affects its way of operation and management.
Write about the two operational categories of airport layout and discuss some of their advantages and disadvantages.
Provide some examples.
Write 150 words.
Regards,
RV
We write today about airport design and how the layout of an airport affects its way of operation and management.
Write about the two operational categories of airport layout and discuss some of their advantages and disadvantages.
Provide some examples.
Write 150 words.
Regards,
RV
Monday, October 11, 2010
Airport Layout
Hello,
Today's lesson is about airport design. Take a moment to look at the diagram below.
A) What kind of design is represented on the diagram. Summarise the facilities you see and write a short text of 50 words. Right click on the diagram to enlarge it, if you need.
B) Check out the website of Narita Airport in Tokyo, Japan:
http://www.narita-airport.jp/en/index.html
Find a map of the airport and describe the design and its mode of operation in 30-50 words.
C) Check out http://planetolog.com/map-airport-list.php and check the design of the airports that are listed. Make some comments about the most common mode of operation of airports today.
Kind regards,
RV
Today's lesson is about airport design. Take a moment to look at the diagram below.
A) What kind of design is represented on the diagram. Summarise the facilities you see and write a short text of 50 words. Right click on the diagram to enlarge it, if you need.
B) Check out the website of Narita Airport in Tokyo, Japan:
http://www.narita-airport.jp/en/index.html
Find a map of the airport and describe the design and its mode of operation in 30-50 words.
C) Check out http://planetolog.com/map-airport-list.php and check the design of the airports that are listed. Make some comments about the most common mode of operation of airports today.
Kind regards,
RV
Sunday, October 10, 2010
Airport Ownership and Management
Hello,
Today's leson is about airport ownership and management. We'll look at two corporations involved with the operations of airports.
First we start with BAA. Look around the BAA interactive airport and then answer the questions below.
http://www.baa.com/interactive_2/index.html
1. Who are BAA?
2. Who regulates the airport prices?
3. List the airports that BAA operate.
4. What kind of airport is Southhampton?
5. Are there airports outside the UK that BAA operate?
Second we look at Fraport. Check their website: http://www.fraport.com/cms/default/rubrik/2/2228.htm
and answer the questions:
6. Who are Fraport AG?
7. What was their revenue for 2009? What was their profit for the same year?
http://www.fraport.com/cms/company/rubrik/20/20841.fraport_at_a_glance.htm
8. According to their mission, what are their top priorities?
9. How many airports do they have management contacts with? Mention some of them.
10. List some of the innovation projects that Fraport has started.
Kind regards,
RV
Today's leson is about airport ownership and management. We'll look at two corporations involved with the operations of airports.
First we start with BAA. Look around the BAA interactive airport and then answer the questions below.
http://www.baa.com/interactive_2/index.html
1. Who are BAA?
2. Who regulates the airport prices?
3. List the airports that BAA operate.
4. What kind of airport is Southhampton?
5. Are there airports outside the UK that BAA operate?
Second we look at Fraport. Check their website: http://www.fraport.com/cms/default/rubrik/2/2228.htm
and answer the questions:
6. Who are Fraport AG?
7. What was their revenue for 2009? What was their profit for the same year?
http://www.fraport.com/cms/company/rubrik/20/20841.fraport_at_a_glance.htm
8. According to their mission, what are their top priorities?
9. How many airports do they have management contacts with? Mention some of them.
10. List some of the innovation projects that Fraport has started.
Kind regards,
RV
Wednesday, October 6, 2010
Trends in the Aviation Industry
Hello,
Today's lesson looks at the state of the airports in Europe. The lesson also practises listening and note-taking skills.
You are going to watch a short programme on Airports in Europe (you can download the programme from http://www.eurocontrol.int/corporate/public/standard_page/press_fly_series_2.html ).
Listen to the programme, take notes and answer the following questions. You are going to watch the programme twice.
1. How many passengers passed through the top 100 European airports in 2006?
2. What was the increase from 2005?
3. What is the solution for the increased growth in passenger numbers? Is it by expanding the infrastructure?
4. What are the projections for 2025?
5. How many flights will not be able to be accommodated by the current infrastructure of the European airports?
6. What will be the biggest challenge for the European airports in the future?
7. What information is given about Munich airport? Write all the numbers given and what they refer to?
8. What information is given about Terminal 2 baggage handling system?
9. Efficient operation is based on successful interaction between the parties involved? Who are these people?
10. What are the challenges faced by airports which want to accommodate the newest super jumbo of the skies – Airbus A380?
Regards,
RV
Today's lesson looks at the state of the airports in Europe. The lesson also practises listening and note-taking skills.
You are going to watch a short programme on Airports in Europe (you can download the programme from http://www.eurocontrol.int/corporate/public/standard_page/press_fly_series_2.html ).
Listen to the programme, take notes and answer the following questions. You are going to watch the programme twice.
1. How many passengers passed through the top 100 European airports in 2006?
2. What was the increase from 2005?
3. What is the solution for the increased growth in passenger numbers? Is it by expanding the infrastructure?
4. What are the projections for 2025?
5. How many flights will not be able to be accommodated by the current infrastructure of the European airports?
6. What will be the biggest challenge for the European airports in the future?
7. What information is given about Munich airport? Write all the numbers given and what they refer to?
8. What information is given about Terminal 2 baggage handling system?
9. Efficient operation is based on successful interaction between the parties involved? Who are these people?
10. What are the challenges faced by airports which want to accommodate the newest super jumbo of the skies – Airbus A380?
Regards,
RV
Tuesday, October 5, 2010
Trends in The Aviation Industry
Hello,
This is the writing task for this week.
A) Discuss how the aviation industry has changed in recent years. Consider any of the ideas mentioned below:
B) Discuss what setbacks the aviation business has experienced recently.
C) Conclude with how the industry is likely to develop in the future.
Write 100-120 words.
Post your writing.
Regards,
RV
P.S. I have uploaded the first part of the IATA Director General's address at the 66th IATA annual meeting in Berlin on the state of the industry and his vision for 2050.
This is the writing task for this week.
A) Discuss how the aviation industry has changed in recent years. Consider any of the ideas mentioned below:
- passenger numbers
- aircraft design
- airport construction and expansion
B) Discuss what setbacks the aviation business has experienced recently.
C) Conclude with how the industry is likely to develop in the future.
Write 100-120 words.
Post your writing.
Regards,
RV
P.S. I have uploaded the first part of the IATA Director General's address at the 66th IATA annual meeting in Berlin on the state of the industry and his vision for 2050.
Monday, October 4, 2010
New Doha International Airport
Hello,
Today's lesson is about New Doha International Airport. Check the official site of the airport (the link is provided on the right in Useful links) and find out important and interesting information about the project.
Summarise what you have learnt in a text of 150 words.
Regards,
RV
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