Reducing cost and improving customer service of
CheapSky airlines
Purpose of the meeting: To discuss ways to reduce cost and improve customer
service
Date/Time:
Present: Tuyet, Thuy, Thao, Ha
Chairperson: Thao
Topic Discussion
1. Standing- Thao told the meeting that
only seats and further discussion with the
pay toilets standing-only seats for
short-haul flight and fee for
toilets.
2. Charging Thao reported that she
for carry-on received the demand of
baggage and passengers to bring their
for blankets blankets and carry-on
baggage along. One of the
customer service staff
wrote an email and
suggested that the
company should charge
$49 for carry-on luggage,
the same fee as for
checking in a bag, and
$10 for an airline blanket
on short-haul flights and
no blankets on domestic
flights lasting more than
two hours.
3. 2nd seat Eagle Airlines had received
charged for more than 700 complaints
obese from passengers who did
Action Person
responsible
and
deadline
Thuy and Tuyet proposed Thao, 15
that the airline provide December
standing-only seats for short-
haul flights lasting less than
one hour. Therefore ,the
plane ticket having standing-
only seats will be $10
cheaper than the normal
plane ticket. Thao totally
agreed and decided that the
airline does not charge the
passengers for toilets
because it is included in the
ticket.
Thao disagreed with this Thao, 20
option and requested that the December
airline should offer
complimentary blankets to all
passengers if they need it
because providing free
blankets contributes to
passenger comfort, especially
on longer flights or during
overnight journeys. It helps
passengers stay warm and
relaxed, promoting a more
enjoyable travel experience.
Moreover, the fee for carry-on
luggage is included in ticket
price, therefore, there is no
extra fee for carry-on
baggage.
Ha disagreed with this option Ha
and suggested that the obese
passengers will have to pay
passengers not feel comfortable for 75% of the 2nd seat’s
because the person next to price if the flight has fully
them infringed on their booked. If it’s not then we
seats. so eagle airlines could arrange them in a
asked obese people to pay suitable place such as three
for a 2nd seat last rows at the back of the
plane
4. Passenger Nearly 60% of travelers agreed with this option. We Ha
rage surveyed said airlines should have a family class to
should put all groups with help passengers have a
children in a family section comfortable flight because
of flights, and there have the kids might be noisy and
been several recent clashes even smell. Of course, the
with parents whose poorly- prices of seats will be more
behaved kids angered other expensive than the normal
passengers class, about 20 usd for each
seat. But with over 10 years
old kid, their family could buy
a seat in normal class
because these children are
old enough to aware of how
to behaved when they are in
public
5. Traveling Tuyet reported that she had Tuyet agreed that we should Tuyet
with pets- staff received an email about the apologize to the passenger 14th March
policy death of a passenger’s and compensate for this case
rabbit. She wanted to be because it’s our mistake.
compensated $1,750, However, we only need to
including the rabbit’s value, compensate for the death of
her psychological distress, the rabbit and a small amount
the money she gave to our of money for emotional
agent and the suitcase values that the rabbit brings
damage. Moreover, the to the passenger. Besides,
passengers said that she we need to punish heavily the
had offered $100 for our agent who received the
agent and our agent got it. money offered by the
passenger.
6. A “families The carrier offers a “cuddle Thuy disagreed with this Thuy.
only”; section class”- a row of three offer. Although it is 15th March
of the aircraft. economy seats that comfortable and intimate for
transforms into a couch for couples or families who have
couples to relax and stretch a baby, it also poses
out on or for the kids to use challenges related to space
as a play area. constraints, safety
regulations, privacy
concerns, and cost
considerations. We need to
carefully evaluate these
factors before implementing
such a seating option on
 economy flights.
7. Express The Express Seat Option Everyone agreed with the Thuy.
Seat Option will be available on proposal for the Express Seat 15th March
domestic journeys for $29 to Option but disagreed with
$49 per flight to coach-class letting customers buy tickets
passengers who sign in at at self-service kiosks. There
self-serve kiosks. They are potential drawbacks
have a chance to board related to technical issues,
early, sit up front and get off privacy concerns, and limited
the plane first. support. Thuy suggested that
if travelers want to buy
express seats, they can buy
directly at the counter