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Essay / Research Paper Abstract
A 5 page paper discussing customer service at British travel agency Lunn Poly, followed with a comparison to that of Ritz Carlton Hotels. Though each organization operates within the travel industry, each approaches customer service very differently. Lunn Poly's involvement with travel plans is largely finished once travel begins; Ritz Carlton's involvement is in the active accomplishment of those plans. Each organization serves customers at different points in customers' needs. Bibliography lists 2 sources.
Page Count:
5 pages (~225 words per page)
File: CC6_KStravCustServ.rtf
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Unformatted sample text from the term paper:
travel agencies tout their long years of experience as a reason for customers to feel comfortable in booking flights and hotel rooms with them. The occurrence of fraud and
corrupt practices within the travel industry worldwide has lead nearly every developed nation to implement strict controls on what travel agents may and may not promise. Customer service is
always important, but it becomes even more so in such a regulated atmosphere. Tradition of Customer Service
Certainly hotels were operational when what became Lunn Poly began booking holidays for English citizens and residents, but only ocean liners provided overseas travel in Lunn Polys earliest
days. When the company began booking holidays for customers, not only were there no commercial flights available at all, fledgling inventors had not yet been able to sustain flight
for more than a few seconds. From its earliest history as a service provider booking Victorian Englands holidays and travel to neighboring countries,
Lunn Poly has maintained a focus of serving a budget-constrained segment often ignored by its competitors. The "Polytechnic Touring Association, soon to be known just as PTA and later
as Poly Tours" (Lunn Poly, 2000) was founded in 1888 with the aim of providing "holidays abroad at reasonable cost for the students and staff at Londons famous Regent Street
Polytechnic" (Lunn Poly, 2000). Though todays Lunn Poly serves a much broader market, the company still maintains a focus on providing low-cost, high-quality travel experiences for its customers.
The company was acquired by Thomson Travel in 1972. The worldwide oil crisis of 1973 severely restricted the abilities of travel agents around
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