The British and Lufthansa Airlines
The British and Lufthansa Airlines
The British and Lufthansa airlines are the largest in the United Kingdom and Germany respectively.British airway’s main hub is the Heathrow airport which stands as the world’s busiest airport. BA is airline in the United Kingdom on the basis of international destinations, international flights and fleet size. The airline is an amalgamation of four airlines whose operations were independent to each other prior to the merger; the airlines include BOAC, BEA, Cambrian airways and Northeast airline. The airline was a government venture after the merger in 1974 up to 1984 when there was flotation of its shares to the public as part of a privatization plan.The Lufthansa airline takes the fourth position in Europe on the basis of fleet size and the number of passengers. It has eighteen domestic destinations and over one hundred and fifty international, with seventy five of those in African countries. On inception, the airline was a public venture, but since that time, the private sector has the majority company’s sector and hence a controlling interest in the business. Its main hub or main operating airport is the Frankfurt airport. The airline has over one hundred thousand employees from across the globe.
Customer satisfaction of BA
Salini & Nicoline (2006) conducted a randomized survey of British airways passengers to establish the level of satisfaction they derive from the airline services. They utilized two assessment techniques to arrive at the findings; the rasch analysis and the classification tree. The assessment was on the basis of ten dependent variable, which include; overall booking, check-in, transfer, lounge, departure, cabin environment, and meal, in flight entertainment, goods for sale and cabin crew. The findings of the sample survey were that the customers expressed a high level of satisfaction from the ten variables. BA offers excellent bookings services for its customers. The bookings include online bookings and manual booking depending on passengers’ preferences. This ensures that all the customer’s travel plans are on schedule with the airline, and there are no delays due to booking inefficiencies.
The survey found out that BA’s customers had substantial satisfaction from British Airway’s booking services. The airline has also a substantive check-in system that ensures that all passengers and luggage is on board and time; hence no goods or passengers may be left behind by a flight. The survey found out that this service increased preference of the airline to customers; they expressed it as a main reason why they chose to remain with the airline. The survey also made use of the transfer dynamic; this is where customers’ receive a reference to alternative flight due to unavoidable reasons, and the airline uses this service as a contingency plan to ensure that its passengers do not ever lag behind schedule.
The survey found that the customers of the airline are substantially satisfied by the airline due to the presence of this variable. The lounge service ensures that passengers luggage is save before their flights; it also ensures customer conformability prior to take off, the customers surveyed expressed high satisfaction from the airline due the presence of lounging service in its service base. Departure times are another dynamic that develops high affinity between this airline and its customers, all the flights depart as per schedule unless it is due to unavoidable circumstances such as unfavorable weather. This increases reliability of the airline to customers, and as such they develop high loyalty and affinity to it. Customers also derive high satisfaction from BA flight’s cabin environment; the sitting arrangements inside the flights leave adequate space for each passenger for comfort.
There is also ample space for privacy inside the flights which satisfies and makes the customers prefer the airline to others. The airline also offers an array of dishes to customers; the passengers have a wide range of delicacies to choose from according to their preferences, and the survey established that BA customers are fully satisfied with the quality of meals they receive from British airways flights. The other dynamic the authors applied for the survey is flight entertainment. The found out that the entertainment variable in BA planes gave extra satisfaction to the customers; it gives the passengers more taste of luxury in the airlines and makes it more preferable to others. The authors also found considerable satisfaction to the passengers in terms of goods for sale, in the airline’s flights, and also in the cabin crew. BA’s pilots, their assistants and air hostesses are excellent to their duties. The survey established these variables as adding more satisfaction of British Airways to its customers.
Competitiveness of Lufthansa airlines in the European market
Alessandro, Marco, Peter & Piet (2012) derive look into the competitiveness of Airlines in the European market with emphasis on the of the Lufthansa airline; they establish a theoretical model of competitiveness, which postulates that, in the European Airline industry, the level of competition is a high function of the price. They, in turn, establish the level of prices. The level of business is asymmetrical to leisure standards of the airlines. The authors establish that high competition in the European airline market brings the industry almost to price wars; each airline strives to cut its prices to the minimum in order to attract more customers. These price wars are in most times not in favor of the airlines as it lowers the level of leisure and luxury inside the planes, which is among one of the best preferences of the customers. When the prices are substantially cheap, the quality of leisure in the flights is considerably low and vice versa.
The Lufthansa airline has developed a plan to mitigate the impacts of this competition due to this exorbitant competition. It has various classes of flights which favors different customer preferences. This ensures that, despite the competition, every customer has his or her travelling needs met in accordance to his or her pocket size. Customers who prefer high luxury travel in the high class planes while those who can not afford travel in the relatively less luxurious middle class. This ensures that the price do not adversely affect the airline. This categorization enables the airline to reap returns that are proportional to the amount it charges its customers. If this were not the case, the airline could experience losses because passengers could sometimes enjoy what they did not pay for; this is the case where middle class passengers travel in high class planes. Some passengers would also get value for their money when high class passengers travel in middle class planes. The prices that the Lufthansa airline changes to its passengers are relatively low in comparison to the charges of other competing airlines; this enables it to attract substantial customers even in the wake of the high level of competition in the European airline industry, Jens (2007).
Works cited
Alessandro, C., Marco, A., Peter, N. & Piet, R. Competition in the European aviation market: The entry of low cost airlines. Journal of transport geography, 24: 223-233. (2012). DOI: http://web.ebscohost.com.lscsproxy.lonestar.edu/ehost/detail?vid=6&hid=106&sid=ab52 3e77353846bcb12efbf99a436643%40sessionmgr114&bdata=JnNpdGU9ZWhvc3QtbGl2 ZQ%3d%3d#db=a9h&AN=79186234
Talks about features of competitiveness in the European markets with Lufthansa airlines on the centre spot
Jens, F. Crowded playing field. Aviation week and space technology. 166(14): 38-39. (2007) DOI: http://web.ebscohost.com.lscsproxy.lonestar.edu/ehost/detail?vid=6&hid=106&sid=ab52 3e77353846bcb12efbf99a436643%40sessionmgr114&bdata=JnNpdGU9ZWhvc3QtbGl2 ZQ%3d%3d#db=a9h&AN=25540898
Talks of the cut throat competition in the European airline industry
Salini, S & Nicolini, G. Customer satisfaction in the airline industry: The case of British Airways. Quality and reliability engineering international 22: 581-589. (2006). DOI: http://web.ebscohost.com.lscsproxy.lonestar.edu/ehost/pdfviewer/pdfviewer?sid=ab523e 77-3538-46bc-b12e-fbf99a436643%40sessionmgr114&vid=4&hid=106
Talks about variables in the airline industry affecting customer satisfaction
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