| ST. JOSEPH’S COLLEGE OF COMMERCE (AUTONOMOUS) | ||
| END SEMESTER EXAMINATION – MARCH/APRIL 2015 | ||
| B.Com (T.T) – VI semESTER | ||
| C2 12 605: INTERNATIONAL AIRLINE MANAGEMENT (ELECTIVE – III) | ||
| Duration: 3 Hours Max. Marks: 100 | ||
| SECTION – A | ||
| I) | Answer ALL the questions. Each carries 2 marks. (10×2=20) | |
| 1. | Name the Categories of the Indian Aviation Sector. | |
| 2. | What are the Services commonly offered In-flight? | |
| 3. | What is an Automated System? | |
| 4. | What are the three axis of an aircraft and its uses? | |
| 5. | Which Passengers require Medical Clearance? | |
| 6. | Which are the main areas in the Terminal Building? | |
| 7. | Define CRM. | |
| 8. | Describe importance of Communication | |
| 9. | Define Eye-Dog? | |
| 10. | The word ‘Aviation’ was coined by which writer and is derived from | |
| which word? | ||
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SECTION – B |
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| II) | Answer any FOUR questions. Each carries 5 marks. (4×5=20) | |
| 11. | Write Short Notes on Physical Components of a Terminal Area. | |
| 12. | What are the In-Flight Services offered to First-Class Passengers? | |
| 13. | Explain in detail Special Passenger Handling for an Unaccompanied | |
| Minor. | ||
| 14. | What CRM IS and IS NOT? | |
| 15. | Explain the functions of the Passenger Terminal? | |
| 16. | Write Short Notes on Domestic Cargo Terminal. | |
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SECTION – C |
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| III) | Answer any THREE questions. Each carries 15 marks. (3×15=45) | |
| 17. | Explain Theory of Flight. | |
| 18. | Examine the Techniques of making customers feel important? | |
| 19. | What are the Guidelines for the Security Personnel? | |
| 20. | Write Notes on Special Passenger Handling – Expectant Mother and | |
| Infants on Board. | ||
| 21. | Describe the different types of Check-In Processes. | |
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SECTION – D |
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| IV) | Case Study (1×15=15) | |
| 22. | Early September 2012, I flew Lufthansa with my friend. We booked tickets way earlier and we are now ready to fly. Problem is: Lufthansa’s staff is on strike. As I am French, I can hardly blame Germans for being on strike: in my country, this is almost a national sport!
My flight is changed to another airline and confirmed. All good. I fly with my friend, but starting then, nothing goes right: we can’t sit together, our flight gets late, we miss the next flight, our luggage is lost, we are sent for three hours from one counter to another, then we are asked to pay our Metro tickets by ourselves to reach a train station that might help us reaching our destination… hell on earth. A few days later, I prepare a long, polite, detailed and well organized email to describe my exact situation to Lufthansa’s customer service, convinced that I will get a quick and efficient answer. After a few minutes, I receive an auto-reply:
Dear Customer, We will contact you with an answer to your query as soon as possible. In the meantime, your patience is highly appreciated. Thank you for choosing Lufthansa and we look forward to serving you online and in flight. Lufthansa Customer Service & Support Center
Great! I will receive a quick answer. A week later, I still have nothing. I sent another email, copying the original message and asking if my case is being handled. Same automatic answer. Another week passes. I check online and find that there are several “customer service” lines for Lufthansa. I decide to try calling. This time someone answers me! And the answer is clear and precise: please send us an email……………… I send a third email asking if I can expect receiving an answer someday.
Dear Mr. Rio, Thanks for your email. As a complaint case, please kindly contact our Customer Relation Center at email XXXXX. Thank you. Yours sincerely, Lufthansa Customer Service & Support Center
Great, I am now redirected to another customer service center, still from Lufthansa. Could they not have redirected me in the first place? Anyway. I repeat the same procedure and re-send my email, precising this is already the third one. Not even an auto-reply. I leave all this story aside for a while. After a month, I send a fourth email and a fifth one, one for each customer service line. I also go on Facebook and find that Lufthansa has a page: I leave the same complaint there. My two emails got absolutely ignored but my Facebook message is almost instantly replied:
Hi Julien, I’m sorry to hear you still haven’t received a reply from Customer Relations. I will send them a message, asking them to get back to you as soon as possible.
Great! Finally, something happens! Well, not really… 45 days after the initial email, I still got no answer and I lose patience. I go back on the Facebook page and check out other people’s messages: I AM NOT ALONE! Hundreds of people in various languages are complaining the same way as I do for similar reasons. Enough is enough: I decide to take another approach. I create a Facebook page: “Lufthansa’s disappointed customers“. I go back on Lufthansa’s page and remind them that it has been over 45 days since my original complaint and that I have received no feedback so far. I mention my new page and invite all disappointed customers to join and share their stories. A minute later, I receive the following message:
Magic, isn’t it? You wait for 45 days and nothing is done, but the day you create a Facebook page for disappointed customers things get better! Well… not that much actually. My case might have received a decision, but I still haven’t received any feedback.
a. As the customer service agent of Lufthansa analyze the situation and suggest the appropriate service. b. How are the golden rules for customer service applicable to the situation?
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