... carried before. Airlines experienced record profits of $5.2 billion and international profits by U.S. carriers rose rapidly to $1.1 billion (www.air-transport.org). Slowed by the federal excise tax on passenger tickets, airline passenger traffic still grew by 4.6 percent during the year (www.air-transport.org). As the economy continued to prosper, there was a lift in demand for air travel. U.S. airlines ... have segment focused selling channels where they offer direct sales and highly customized service to all businesses. The advantages of integrating the internet into the daily operation...

• Word Count: 10869
• Approx Pages: 43
• Grade Level: High School

... day * Employee loyalty 2 B.Weaknesses *Even with a slow-growth strategy, Southwest has encountered problems maintaining its quality control. From 1992 through 1998, Southwest had the best on-time record of any airline with its flights arriving at their destinations on schedule 81 percent to 82 percent of the time, according to federal figures. But in 1999, Southwest dropped to second place, behind ... not yourself. 8. It is difficult to change someone's attitude, so hire for attitude and train for skill. 9. Think of the company as a service organization that happens to be in the airline...

• Word Count: 3854
• Approx Pages: 15
• Grade Level: High School

... costs and maximizing revenues. Nevertheless, lowering costs and raising revenues cannot effectively fix the struggling airlines problems if the airlines are not able to operate in a free market environment. The airline industry is a service industry. The airlines are in the business of transporting people and their belongings as well as products. The major characteristics of the industry include the following: capital ... 2001. Non-profitable companies such as United Airlines and U.S. Air Ways flew at less than 50 percent load factor. The passenger load factor is extremely important sin...

• Word Count: 1249
• Approx Pages: 5
• Has Bibliography
• Grade Level: High School

... Employee Training Play a Role in Customer Satisfaction? Southwest Airlines prides itself on employee training and as a result they have been extremely successful. Dedicated to providing superior customer service. The airline gives its employees intensive training from the time they are hired. They hold seminars or classes entitled "You, Southwest, and Success YSS)- a daylong class geared toward teaching new employees ... satisfaction by the Wall Street Journal. If you want to provide high-quality customer service, start with a commitment to "employee service- keeping your internal cust...

• Word Count: 2974
• Approx Pages: 12
• Has Bibliography
• Grade Level: High School

... . Until 1978, air transport rates were approved by the government, which meant that price was not a primary competitive factor. Instead, airlines would compete on service and image. The airline industry was dominated by giants (American, United, TWA) which offered nationwide and some international service, and by regional carriers, such as Southwest, which offered short trips between airports not ... the early 1990's. Unfortunately, ValuJet suffered a string of accidents which brought the future of this air carrier into question. ValuJet is a low-priced airline that offers inexpensive tic...

• Word Count: 1609
• Approx Pages: 6
• Grade Level: High School

... the heels of Southwest posting a 14% jump in first-quarter earnings to $24 million, its 48th consecutive quarterly profit. Southwest recently broke another campaign touting its position as "The Official Airline of the NBA". Southwest's media spend in 2002 was $133 million, up from $114 million in 2001, per CMR. One spot breaking this week is set in a conference room where ... 's sales. Southwest Airlines started off as a company with 3 planes serving 3 Texas cities. Today, it has over 300 planes serving 55 plus cities and has grown to become the 4th largest U.S. airline in terms of domes...

• Word Count: 575
• Approx Pages: 2
• Grade Level: High School