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Airline Case Study.edited

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Running Head: AIRLINE CASE STUDY 1

Airline Case Study

Student Name

Institutional Affiliation

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AIRLINE CASE STUDY 2

Airline Case Study

From Airliner Perspective

• It is clear that the commission of Flight Company does not involve itself or intervene in

the airline operational issues according to Pushpalatha Subramaniam, the director in

charge of consumer affairs.

• However, Malindo bears the responsibility of solving problems experienced by their

customers such as accommodation if necessary, food vouchers and alternative flights.

• Upon committing to the flight company, passengers rights are well catered for by the

2016 consumer protection code as provided for by Malaysia aviation. This will call for

punitive action for employees who mistreat passengers such as the case of Mr. Tofayel.

• At times, unexpected technical issues may arise, this is not for the case of Malindo alone

but also with other airlines, such technical issues may call for grounding the aircraft. But

in case of employee misconduct, necessary punitive steps are taken against the employee,

and the passenger is refunded in case of extra charge caused by the misconduct

• Where a customer is not satisfied, they can file the dissatisfaction complain with

Malcolm in advance to avoid more loss and dissatisfaction.

• It is the best interest of the airline commission to receive complaints from passengers for

a solution, and this would ensure continued food relationship between the airliner and its

customers as well as protecting its image in the market.

• The airliner is aware of the employee's misconduct tendency and that every commitment

is employees to solve the issue, as at the time, a replacement has been done, and

passengers are now being handled well.

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Running Head: AIRLINE CASE STUDY Airline Case Study Student Name Institutional Affiliation 1 AIRLINE CASE STUDY 2 Airline Case Study From Airliner Perspective • It is clear that the commission of Flight Company does not involve itself or intervene in the airline operational issues according to Pushpalatha Subramaniam, the director in charge of consumer affairs. • However, Malindo bears the responsibility of solving problems experienced by their customers such as accommodation if necessary, food vouchers and alternative flights. • Upon committing to the flight company, passengers rights are well catered for by the 2016 consumer protection code as provided for by Malaysia aviation. This will call for punitive action for employees who mistreat passengers such as the case of Mr. Tofayel. • At times, unexpected technical issues may arise, this is not for the case of Malindo alone but also with other airlines, such technical issues may call for grounding the aircraft. But in case of employee misconduct, necessary punitive steps are taken against the employee, and the passenger is refunded in case of extra charge caused by the misconduct • Where a customer is not ...
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Tags: management business customer