Hurrah Airlines

- Member of Customer services département

- Low prices
- Extra charges on food, priority boarding, seat allocation, excess baggage
- Unhappy customers (forget that you are low budget)
- Come up with solutions to customer’s problems
Martha Gomez
- Hard to get in touch with customer service (possibility to call back?)
- Lost suitcase
- Promised to investigate and no call back
Robert MacKenzie
- Poor customer service
- Doesn’t respond to several emails
- Change airline flights (did it at the airport)
- 300$ penalty for the new booking - 14 days at the earlier booking
Jacques Duperrier
- 30$ for wheelchair – disabled man
- Willing to take the problem to court
- Publish an article
Fax Transmission
- Pre-booked seats for 2 persons and the places were occupied
- Didn’t give the possibility to change seats
- Representative wasn’t interested to help
Loyal Customer
- flight delayed
- awaiting time on help desk - refused to put the person on a later flight, too late flight
possibility
- no refund (lost money because of the cancelation)

Key points made by each customer (audio)

Fracisco Lopez:
- great flight
- fantastic service
- friendly cabin crew
- great communication from the crew during the flight
- arrived in time
- smoothed landing
- great job for providing low-cost flights
Italy flight:
 Hurrah Airlines

- service before the flight

- charged for over limit hand luggage – charged extra 30 dollars
- 3$ for 2 plastic bags for toiletries
- Was no proper stairway to the plane
- During the flight, the sewerds were not receptive (not interested in serving)
- 15 dollars for DVD – no one helped to use it
- Bad sandwich – sick

Report on summarizing the problems and make recommendations for improving the service to
customers
Introduction
Findings
Conclusions
Recommendations