AIRLINE SERVICES INDUSTRY

INDIAN AIRLINESvs

KINGFISHER

CREW MEMBERS:

Sandeep Panda Debendra Sahoo

What is Service Marketing?

• Definition: Activity or benefit that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product

• Examples: Defense, Postal, Education, health, Religious Services, Hospitals, Airlines, Hotels, Law Firms, Entertainment, etc

AIRLINES AS A SERVICE INDUSTRY

• The Airline industry came into existence during the 17th centuries.

• Air travel remains a large and growing industry. It facilitates economic growth, world trade, international investment and tourism and is therefore central to the globalization taking place in many other industries

INDIAN AIRLINES(INDIAN)

• Indian airlines came into being in 1953.• It was nationalized to provide well

coordinated, adequate, safe, efficient and economical air services.

• Staff strength of around 19,300 employees.

• On Dec 7th 2005 Indian airlines got a new name INDIAN.

SERVICE PROVIDED BY INDIAN AIRLINES

Reservation• Ticket can be booked by ringing of or visiting

the office.• As soon as waiting list ticket get confirmed

they call the customers on the given contact number.

• Passengers can make the booking first and purchase the ticket later.

• Ticket can be cancelled over phone or through fax 24hr before the journey.

FARES

Special fares offered by Indian airlines• Army forces• War disabled officers• War widows• Blind person• Cancer person• Person suffering from 80% and above

locomotive disability. Concessional fare to senior citizens, students

etc.

AIRPORT FACILITIES

• In case of flight delay layover for 24hrs at their cost.

• Passenger can check in over telephone. This facility is available at 6 metro station.

• Passenger can block seat of their choice at the time of reservation.

• Major airport having designated customer service counters where duty managers can be contacted for special service or assistance.

MEALS

Types of meals

• Salt free/ Fat free meal & sugar free

• Vegetarian & Non- veg meals

• Continental meals. it is necessary to indicate the personal

meal preference at the time of booking to ensure correct meal on board the flight

TRAVEL AGENT

• Up to date information on schedule change, equipment change, confirmation form, waiting list are queued to the agency concerned to enable them to effect necessary changes well in advance.

KING FISHER AIRLINES

• May 8th 2005, true to its image as the KING OF GOOD TIMES, Kingfisher airlines entered a new era of flying, that too in comfort and style and at a price that is lower than existing fares in the country.

SERVICE PROVIDED BY KINGFISHER

Reservation

• By the help of user friendly websites.

• Kingfisher airlines office

• Authorized agent

• Payment can be made by the help of debit card, credit card, payment at kingfisher airlines office, credit notes.

HOME DELIVERY

• Kingfisher airlines provides the home delivery of tickets and maintain direct relation with the customers.

FARES

• Fare apply only for carriage from airport

at the point of origin to the airport at the point of destination.

• It has 30 to 40% lower ticket cost compared to other carrier operating in the country.

Special meals

- Provided to the passengers Indian Veg, Western Veg, Hindu Non-veg, Children Food items etc.

- Fresh meals prepared on board Class• It is inspite of being class in its self

makes no difference in between economy class and business class. It is having only one class i.e., Kingfisher class.

Facilities

• Magazines, News papers, comics, country magazines etc.

• Music, clips on the country etc.

Product Recommendation Rating Rating

61% 86%

Check-in counter 3 4Flight Attendants 3 4Seating Space 3 4Punctuality 2 4

COMPARISION

OTHER COMPARISION BETWEEN

Kingfisher airlines Indian airlines

Onboard Onboard

Order what you like – freshly made on board

Choose from readymade food

Equality in class no differentiation. Business class and economy class.

Low cost around 30% to 40% -------

On ground On ground

Less Waiting Time More waiting time

Efficient handling of Delays Satisfactory handling of delays

Quality service – facility to all and equal.

Quality service- special facility to army force ,war widow etc.