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Prajakta Toke(54)
Vishal Oza (32)
Prasad shenoy(44)
Prerna Yadav(60)
Rohan Mahabal(26)

 
Prof. Brijesh Sharma
 

˜ àhat is Service?
˜ Jet Airways
˜ Customer & Employee
˜ Customer Service
˜ Problems Faced
˜ 7 P¶s of Jet Airways
˜ Current News and Services
˜ Summary
 
Y  
фndian`s leading private airline

Ñ Founder ±Naresh Goyal ,1993.

Ñ Jet started operation with four leased


expensive Boeing 737-300s.

Ñ Main focus on customer oriented approach


& on time performance

Ñ 2004: The first international services are


started.

Ñ 2007: Acquired Air Sahara and re launched


it as jet lite.
  !  ! "
Ñ Focused to emerge as the businessman preferred airline.

Ñ Launching of E- Ticketing.

Ñ Premier choice for busy executives.


!#   ! "
Ñ Employee as a critical factor of service experience.

Ñ Under go one year intensive safety and service training.

Ñ Training as part of Jet Airways cabin crew.

Ñ Speedwing, a British Airways subsidiary assisted Jet in


conducting programme on customer service excellence.
Y $$%  

è 
$ 

$$ && &



 $  %
'())
ÎLower traffic and mounting debt repayments.
ÎBooming demand during the mid- 1990s jet had
bought 10 Boeing air planes in 1998- with option to
buy 10 more.
ÎRising fuel price and reinsurance costs
ÎRaise ticket prices by 10% in Nov. 2001.
ÎPrice Aviation turbine fuel 30% to 40% since march
2000.
΄nland air travel tax(„ATT) increased from 10% to
15% in budget 2001. resulting in higher costs of
airlines
ÎJet incurred loss of Rs.171 crore in 2001 ± 02.
**
˜ Jet Airways had overtaken „ndian Airlines in 2002- 03 but
still«.
˜ Passengers started complaining of falling service standards.
˜ Employees were not happy started leaving the Company.
˜ Attrition rate of pilot and cabin crew increased too.


*  $


+

* 
˜ Sahara stole the march over Jet in terms of innovation
and aggressiveness.
˜ Strategies once implemented by Jet against „ndian
Airlines now are implemented by Sahara against Jet.
˜ Sahara market share grew from negligible 4% in 1998
to 14% by 2003.
˜ Sahara achieved this by offering services like«
˜ Online auction of tickets on Bazee.com
**
΄ntroducing in flight entertainment through on board contests.
ÎStarting Air conditioned city bus service.
΄ncreased the capacity to cover additional routes in southern
„ndia by 30%.

 , 
ÎPriced its tickets 50% lesser than those offerd by jet and others.
ÎNo frills«. Like fancy food or drinks.

 $

Running promotions by attracting customers with chance to win
free tickets and Mercedes Benz.
 $$
+
˜ oands on approach of Naresh Goyal was the reason for its
success in 1990¶s

˜ „nstability in top management.


= 3 CEOs in the period of 6 years.

˜ Steve forte as CEO.


= „SO 9000 certification
= „ntroducing fragmented fare structure.

˜ Apex ( Advance Purchase Excursion) Scheme.




˜ Cut down on salary increment.
= Average increment for ground staff was Rs 250 in 2002 ± 03.

˜ Cut back on refresher training for its cabin crew, insisting


only mandatory training.

˜ Not to renew the contract of 6 expatriates

˜ Leased out 2 Boeing aircraft.

˜ „nduct more smaller aircraft with low maintenance costs to


improve realizations and non-metro sectors.
u-
$


˜ Product: Domestic & „nternational Air Transport


Service.

˜ Place: Jet Airways serves 44 domestic destinations and


20 international destinations in 17 countries across Asia,
Europe and North America.
˜ Promotion: Companion Free Offer, One Fare,
Concessional fares, Jet Privilege Offers, Jet Airways
Citibank Credit Cards Festival specials

˜ Price: Economy & Club Premiere Fare Discounted fare


for senior citizens & defense personnel .

˜ People: Crew members, ground staff, customers,


suppliers.
**
˜ Physical evidence: Services, Elaborate Flight Offices -
Org. & Ticket Booking Agents Virtual Services,
Aircrafts, Logo.

˜ Process: Booking the ticket - online booking or tele-


booking, Ground services
  

˜ CoECK „N OPT„ONS :Tele Check „n ,àeb Check in,


Kiosk Check in
˜ COACo SERV„CES
˜ BUS SERV„CES: Mumbai - Bahrain - Mumbai
  .

˜ Robust „nternational Revenue Passenger Traffic boosts


Jet Airways¶ growth in December 2010.
˜ Jet Airways takes the next step in Customer „nnovation
with Mobile Barcodes
˜ Jet Airways and JetLite to minimize guest inconvenience
during the approaching winter season. „mplements
several relief measures as part of proactive fog
preparedness plan.
˜ Jet Airways redefines an experience of luxury and fine
dining on selected domestic flights.
„ntroduces classic Rosenthal crockery in the „ndian skies
˜ Jet Airways awarded ³Airline with Best Business Class
Service in the àorld´ at the Business Traveller Awards
2010
 
˜ Out of our study we can conclude that Jet Airways is a µsilent
killer¶. àithout making any fuss it is keeping a huge market
share.

˜ „ts USP¶s (Unique selling proposition) are customer


relationship and punctuality which is the most demanded
quality with any service industry.

˜ àith its innovative customer centric promotional policies and


USP¶s we can conclude that Jet Airways has a bright future
lying ahead!!
*

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