British Airways
Aims of organisation
The main aim and objective of British Airways is to take pride in providing a full service experience that is world class. The airline also strives to become the world's trusted global airline and have a bigger portion of the market
Gaining of competitive
British Airways (BA) had as its goal making Self Service Check-in (SSCI) the "normal" and preferred way for customers to check in for flights to improve customer service by removing the long, frustrating queues often experienced at check-in desks.
Providing added value
It depends on the costumer wants. British airways provides :
On Board Entertainment: The World Traveller Plus environment boasts wider seats, extra legroom and more personal space for you to roam around, stretch your legs, read, sleep or chat.
In-flight service: On all flights, you can look forward to a three course meal for breakfast, lunch or dinner, depending on your flight time. Simply indicate your preference when you book online.
Entertainment: While away the hours as you browse through our extensive range of movies and TV in-flight entertainment on your personal seat-back video screen.
Providing new and innovative products and services
British airways love bring the best product and better value so they will continue to introduce great products such as the new business class seat on long-haul and a restyled First cabin. On the ground and in the air, in world-class hospitality and customer service, a new in-flight entertainment system will be launched later this year. They are going to have more flights to Dubai and Johannesburg and a return to Saudi Arabia.
Providing excellent customer service
Their Customer service plan
The staffs at British Airways are dedicated to ensure that all the customers always experience a safe and enjoyable journey. Customers’ journey is subject to British Airways Conditions of Carriage.
Flight delays
British Airways will provide customers at the airport and onboard a delayed aircraft with timely and frequent updates regarding the delay, beginning 30 minutes after we become aware of such a delay.
Essential customer needs during extraordinary delays
Our top priority is the safety and well-being of our customers. On very rare occasions, extraordinary events may result in lengthy onboard delays. We have developed detailed contingency plans to deal with situations in which an aircraft is delayed on the ground without access to a terminal gate.
Cancelling reservations
Customers may cancel a reservation made on ba.com or through the British Airways call centre within 24 hours of ticketing for a full refund by calling the British Airways.
Training and development of staff
British Airways uses a variety of different methods to determine who the best candidate for a position is. Whatever the position the candidate are applying for the person can be sure that the application process will be fair, objective and comprehensive, assessing key competencies that are important for success in the role.
Targeted advertising and promotion
BA Media sell advertising opportunities on behalf of British Airways. There are over 30 vehicles - magazines, TV, audio, direct mail, airport and onboard media. Additionally there are online media opportunities via: Business Life Online - The business magazine website with inspiring advice and insights from some of the world's best business brains and a host of fascinating features. High Life Online – The travel magazine website provides a virtual who's who of the world's brightest and best writers, photographers and celebrities.
Locational advantage
In order to gaining competitive advantage British airways has been using different methods and opportunities from other companies and which is includes; different locations in the UK, and around the world.
Total quality management
In order for British airway to be succeed they have to have a good management high quality of communication and high top quality
