Reservation And Ticketing H3025 Semester 3

1. Was Jeff Taglio’s request unreasonable in any way?

The Jeff Taglio’s request are unreasonable. Jeff Taglio request to reschedule his
reservation due to his mother healthy condition is deny because the ticket that his book are to
promotion ticket.

The promotion ticket is fixed price and cannot be changes the date or time. If the
passenger need to changes the date or time, they much pay the penalties fee. The promotion
ticket also cannot be refund even that when the passenger would not show up on the depart
date, the ticket is consider burn.

If flights are cancelled, advanced, delayed, rerouted or cannot provide the seat ordered
due to the reason of airline companies, passengers are entitled to refund their ticket free of
charge at the departing airport, or they can get their refund for the unused section free of
charge at the midway airport.

For ill passengers (including companion) who want to refund tickets, the refunding
procedure follows the above expect that a medical certificate is required, for passengers who
want to refund their tickets of their own accord, they should provide their ticket or e-ticket
receipt as well as their identity certificates.

According to the TCDD Online Ticket Sales & Booking, service failures are likely to
occur in any organisation, possibly leading to dissatisfied customers any reservation and
booking much be very careful in choosing any organization on making any booking.

The airline industry is ideally suited to measuring the effects of service failures for a
number of reasons, including the fact that it fulfils the criteria for services of inseparability,
intangibility, perishability and heterogeneity; there is a high degree of interaction between
the service provider and the customer (which allows for the occurrence of service failures);
and deregulation in the airline industry has increased its competitiveness (Lorenzoni & Lewis
2004: 14).

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 Reservation And Ticketing H3025 Semester 3

2. When should some discretion be used with respect to company policies?

In this case, the company should discretion to respect their policy. Some cases are
considered unreasonable when the request is unfavourable due to the company tern and
condition.

This is because very company have their own licence. The licences of the company have
tern and condition including the rule that much be follow. If the company decided to help any
customer, it should depend on the company policy to avoid against the law.

Many customers are not really care about the tern and condition when there is buying
something, but they do always complaint about their right when something is going wrong.
For example like Jeff Taglio request, the promotional ticket that Jeff Taglio is can not be
refund and changes without paying the administrative fee. This is already stated at the
company policy, but Jeff Taglio still wants to changes and reschedules the ticket. The request
was deny because unfavourable due to the company policy.

To preserve the company policy, the service that provided much has a limit. The company
strong efforts to help or retain customer but also much take responsibility to the company
policy. Any tern and condition that are stated much be follow by the entire customer even the
company worker as well. Jeff Taglio ticket is cannot be changes after booking. If the
company did not follow the policy by changing the ticket dates without the penalties fee. This
mean any customer can changes the ticket dates for free after buying and it will cause the
company flight schedule problem.

There are some flight reschedule policy and system by taking the process date and
hour and reservation date and hour. The most common policy in airline is any changing
of ticket cannot be done 24 hour before depart.

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 Reservation And Ticketing H3025 Semester 3

3. Ms. Jones was in charge of a department called “Customer Care.” Evaluate her
response to the situation.

Ms. Jones was very considered and care for customers. He tries to retain Mr. Jeffrey J.
Taglio by explain the company policy and the tern and condition about the airline reservation.
Ms. Jones told that discounted airfares have a number of restrictions. The reservation can not
be changes without any administrative fee plus any difference in fare.

This explanation is to inform the customer about the company tern and condition where
the company can not help the customer in all way although the customer was always right. In
Mr. Jeffrey J. Taglio condition, his mother surely can not travel due to her healthy condition,
but the reservation can be rescheduling by paying the administrative fee.

Ms. Jones also very kind, she know that Mr. Jeffey J. Taglio mother was ill and can not
travel due to her healthy condition. After Ms. Jones received Mr. Jeffrey J. Taglio letter, she
reply and supply a 75 dollar voucher good toward the purchase of a ticket on Omega Airlines.

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 Reservation And Ticketing H3025 Semester 3

Reference

1. http://www.emeraldinsight.com/journals.htm.articled.html acces on 16 October 2010.

2. http://www.tiket-penerbangan.com/2010/04/bisnis-tiket-pesawat-prosedur.html acces
on 16 October 2010.
3. https://etcdd.tcdd.gov.tr/tcddrezwebapproot/sorular/booking.htm acces on 16 October
2010.
4. http://www.travelchinaguide.com/essential/civil-aviation/ticket.htm acces on 16
October 2010.
5. Wirtz, J. & Mattila, A. 2004. ‘Consumer responses to compensation, speed of recovery and
apology after a service failure’, International Journal of Service Industry Management, 15(2):
150–166.
6. Yuksel, A., Kilinc, U.K. & Yuksel, F. 2006. ‘Cross-national analysis of hotel customers’
attitudes toward complaining and their complaining behaviours’, Tourism Management, 27:
11–24.
 Reservation And Ticketing H3025 Semester 3

Appreciation

The firstly I want to thank to Madam Helen Binti Lau@Abd Kadir because give me
chance to do this assignment. I would like to thank too for teaching and guide me to do this
assignment. I hope with this assignment will give me more marks for my marks.

I also want to thank to parent for giving me moral and finance support. Without them
I could not done my assignment so well.

Then, I would like to thank my friend that help to do my assignment and give a spirit
to do the best on my assignment.

Lastly, I would like to thank to all peoples that help me to finish this assignment.
Thank you.
Reservation And Ticketing H3025 Semester 3

Table of contents

1. Appreciation i
2. Case study answer 1-3
3. Reference I