Here is the synopsis of our sample research paper on UNITED AIRLINES, SOUTHWEST AIRLINES AND CUSTOMER SERVICE. Have the paper e-mailed to you 24/7/365.
Essay / Research Paper Abstract
This 5-page paper describes customers service activites and corporate culture of United Airlines and Southwest Airlines. Bibliography lists 4 sources.
Page Count:
5 pages (~225 words per page)
File: D0_MTualswacu.rtf
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Unformatted sample text from the term paper:
airline horror story to tell from lost luggage, to delayed flights, to cramped, uncomfortable seating. But even within these parameters, not all airlines are cut from the same cloth -
some actually get decent ratings when it comes to customer service. In the 2007 Airline Quality Rating, which is based on 15 criteria, United Airlines ranked eighth out of 16
airlines (George, 2008). A year before, a Zagat survey of 7,500 frequent fliers saw a large dissatisfaction rating for United in the area of service and comfort (George, 2008). Though
respondents liked the airlines transcontinental service with its legroom, on other flights, passengers complained about being cramped, while "the airline is challenged by sour staff, delays and lost bags" (George,
2008). United was one of two airlines that generated the most consumer complaints last year (George, 2008). Nor is the labor happy with its airlines - complaints about mistreated employees
and sincere dislike between the pilots union and management seem to top a lot of headlines in the local paper. The company
caught further flack when it cut flights from Fort Lauderdale and West Palm Beach last summer (Tweh, 2008). In theory, the company gave customers three options with scheduled flights after
the date of September 2: Fly out of Miami on United, rebook a flight on another airline through United or request a refund (Tweh, 2008). However, when calling the airlines
customer service line, they were not told that - with some customers being told that booking another flight would mean being unable to leave on the time or date they
want (Tweh, 2008). One passenger, Barry Universitys interim business school dean, was told he couldnt get a refund for a ticket purchased for a September business trip (Tweh, 2008). Also,
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