Being customer oriented.

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19 years 10 months

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LAST EDITED ON 01-05-01 AT 07:11 AM (GMT)[p]I have been observing the airline industry for the past 6 years and I have come to one conclusion and I would like your views on this. I am aware that different airlines have different cultures, but wouldnt you agree with me when I say that airlines from The Middle East and Asia tend to be more customer and service oriented compared to airlines from North America and Europe. I have observed that awards given for inflight services are "often" awarded to airlines from these region.What do you think?.
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Profile picture for user keltic

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19 years 10 months

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RE: Being customer oriented. I suppose it´s a question of customers respose to airlines and popularity. In American and European airlines there are no problems of image, safety and so on, so people prefer flying with them, so customer service is a bit reluctant. But other airlines, are not so reputed and have to relay in a fantastic service to balance it. On the other way, service and hospitality is quite in the heart of the middle and far east countries, in europe is glamour and image and americans prefer suitable conections to service. I think that airlines are a perfect mirror of their respective countries. Obviously one can´t generalize and it´s a theory.
Profile picture for user KabirT

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19 years 10 months

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RE: Being customer oriented. Nice on Keltic, but there are a few Asian airlines who beat all....Emirates, SIA they are the best. Especially Emirates. now as you must be knowing it Jet is going international soon, they are already looking at the B757 for Singapore, UAE and Bangladesh. So we might be having a new quality brand in international routes soon. American airlines dont have such a good reputation with me and in India, people here try to avoid American airlines. European airlines are better and reliable.

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19 years 10 months

Posts: 28

RE: Being customer oriented. To my believe, the degree of customer orientation applied by an airline is very much connected to the amount of competition. In the Middle- and Far East are competitive area's. F.i. Emirates must compete locally with a.o. GulfAir, Saudi Arabian and Qatar Airways, Air India and PIA to the Indian Subcontinent and with BA and Lufthansa on their key European flights. As a relative newcomer, they had to do better, otherwise they would never have survived. Next, to which passenger they orientate themselves? Best on board cuisine, best wine cellar in the sky? it is the high-yield passenger flying C or F class. Emirates successfully built up a very good image, absolutely true. However, comparing the C-class seating in the A330, EK provides 7 abreast while less glamourous GF provides 6 abreast seating, at roughly the same seatpitch. In this case, the room (especially at night flights) counts much more than the refinement of the meals and the choice of exclusive wines..... Alas, as many customers, as many opinions, it is hard to satisfy all!