Travel Reference
In-Depth Information
and Bahrai
n
. Their aim is to provide customers travelling these routes with local crew who have fi rst-hand
knowledge of their language and culture. The role of British Airways cabin crew is to deliver outstanding
customer service
a
nd ensure passenger safety. Beyond that, crew share a common goal - to see passengers
walk away from e
v
ery fl ight wanting to fl y with British Airways again.
Case Study Questions
1.
Describe how BA applies the
p
r
i
nciples of customer service.
2.
Do you think that BA will be able t
o
maintain its high standards of service in the face of increased
competition from the low-cost airlin
e
s
?
3.
Why does the company invest so much time and money in training its staff in providing excellent
customer service?
4.
What advantages does being part of the Oneworld alliance offer the company and its
passengers?
5.
Log on to the British Airways' website and fi nd out about the rewards it offers to business and
leisure travellers who travel frequently with the airline a
n
d with other Oneworld member airlines.
This case study is designed to provide
evidence for P1.
Weblink
C
he
ck out this website to help answer
these
questions and for further details on
British
Airways.
www.britishairways.com
