Hospitality Post Quiz 1

Why Airlines Matter in Hospitality

• Airlines are more than transportation - they provide a service experience 

• Similarities with hotels and restaurants (customer service, branding, loyalty programs, complaints) 

• Airlines compete not just on price, but on guest experience

The Airline Guest Journey

• Booking and check in 

• Boarding process

• In flight experience

• Arrival and after service

Why is reputation important in hospitality for airline industries?

Reputation plays a critical role in influencing customer loyalty, brand perception, and financial performance → shaped by factors that relate to both service experience and the overall operational performance of the airline

Important things to keep about airlines

• Customer service quality 

• Flight delays and cancellations 

• Safety and security 

• In fight experience 

• Customer feedback 

• Brand consistency 

• Sustainability 

• Crisis management

• Customer satisfaction and brand loyalty

• Financial performance

• Negative reviews and revenue impact 

• Social media and word of mouth 

• Crisis mangement and recovery 

• Sustainaubiltiy and reputation

Current issues in airline industries

• Healthy, fresh and global 

• Farm to table, local, organic, ethnic food

• Design 

• Working and relaziing spaces

• Competitions and contracts