1.

0 Summary of the case study

Hurrah Airlines is a US budget airline company which is based at JFK Airport, New York.
Hurrah Airlines is known to low ticket prices for flights across Europe with limited services.
This airline often demands extra charges from their passengers for services such as food,
priority boarding, seat allocation, excess baggage, flight cancellations and many more. The
customers of Hurrah Airline have been very dissatisfied with the inefficiency of the company’s
operations and how they have been treating their customers. Therefore, the customer service
department have been flooded with phone calls, voicemail messages and emails of their
complaints. This company earns money and makes up for the low ticket price by charging
extras on any service provided. However, the company also needs to satisfy their customer
need and wants as they play a huge role in contributing to sales and reputation of the airline.
With that being said, Hurrah Airline failed to please their passengers and deal with them
effectively. This has affected the profitability of the company drastically. (169 words)

2.0 Identify the Problems

Based on this case study, there are some problems and issues on the operations faced by the
organization which includes the customer service, health and safety protocols as well as the
policies.

2.1 Poor customer service

Customer services seems to be the biggest issue faced where the productivity level of the
employees in customer service department are low. The employees do not have a good
interaction and did not attempt to build a good relationship with their customers. This can be
seen in the complaint that Martha Gomez lodged where she had lost her suitcase at the baggage
reclaim, the front desk promised to investigate but no action was taken. Also, she could not get
through the helpline. Robert Mackenzie, on the other hand needed to change his flight due to
an emergency but could not get through the line. He had to travel to the airport and was charged
an additional $300 as penalty for new bookings but he wasn’t informed that any new bookings
need to be made 14 days earlier. This shows that employees are not responsible of their duties
at serving passengers well.
2.2 Lack of special assistance

Hurrah Airline do not prioritize special care and treatment for people who are in need such as
disabled man and pregnant woman. Airline management are responsible in taking good care of
disabled people and keep them comfortable however this airline failed to provide them the
necessary assistance and service. This can be seen in Krystnya Kaminski’s complaint where a
pregnant woman encountered an incident where her aisle seats were occupied by other
passengers. The representative did not bother to investigate and replied her “ what do you
expect, we are a low budget airline.” Also, she had rough and uncomfortable flight as she was
seated far away from her 10 years old daughter. Jacques Duperrier, a disabled man was very
upset when the airline do not provide free wheelchair service instead he was charged extra $30
for the hire of the wheelchair.

2.3 Unsystematic company operation

The third main problem of Hurrah Airline would be the unsystematic company operation where
they practice bad company policy. Kirk Danson’s flight to Philadelphia was delayed for an
hour and was cancelled a while after that. He waited for three hours for his flight to be
rescheduled flight and received no news on his refund. By right, he should informed or notified
immediately by airlines on any delays.
3.0 Reasons of the problems

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4.0 Solution of problem

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5.0 Group Recommendation

The company should provide frequent training programs and assessments for employees in
customer service department as the effectiveness of their knowledge will determine the
standards of the customer service level as well as the company’s impression. Staffs must be
more approachable, patient, polite and have more empathy in dealing with the issues. A role
play training perspective would be useful where staff needs to deal with possible scenarios and
issue. By that, they can given feedback on how they could improve.