The big idea: News flash — airlines are service operations. With elites comfortably flying the friendly skies under Premieres, AAdvantage, Gold Member and SkyPriority programs, what do service operations look like for an airline carrier that offers no frequent-flier perks? What choices must an organization make to compete effectively?
The scenario: The passenger-airline industry in India was messy: The government bailed out its national carrier; a once-thriving independent airline looked close to folding; fuel prices hit a longtime high; debt levels were climbing among carriers. Yet, a relatively new company, IndiGo, grabbed market share from more-established fliers in 2013.
The airline offered “one type of fare — low.” It allowed assigned seating at airport check-in counters and through Web check-in without cost, but it had no loyalty program. There was no onboard entertainment. IndiGo focused on providing a clean aircraft, good onboard service and “being on time.”
Each IndiGo flight provided complimentary water and charged for food and other beverages. The airline appealed to business travelers with services such as connections to public transportation, cab-booking assistance and car rentals at reduced prices. To aid its success in being on time, as well as to save money, IndiGo used technology made up of digital data links to communicate between its planes, ground sta and satellites.
Read news in full 30/05/14 Gerry Yemen and Elliott Weis/Washington Post
The scenario: The passenger-airline industry in India was messy: The government bailed out its national carrier; a once-thriving independent airline looked close to folding; fuel prices hit a longtime high; debt levels were climbing among carriers. Yet, a relatively new company, IndiGo, grabbed market share from more-established fliers in 2013.
The airline offered “one type of fare — low.” It allowed assigned seating at airport check-in counters and through Web check-in without cost, but it had no loyalty program. There was no onboard entertainment. IndiGo focused on providing a clean aircraft, good onboard service and “being on time.”
Each IndiGo flight provided complimentary water and charged for food and other beverages. The airline appealed to business travelers with services such as connections to public transportation, cab-booking assistance and car rentals at reduced prices. To aid its success in being on time, as well as to save money, IndiGo used technology made up of digital data links to communicate between its planes, ground sta and satellites.
Read news in full 30/05/14 Gerry Yemen and Elliott Weis/Washington Post
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