Factors Affecting Customer Satisfaction And The...

As you requested on February 20, 2017, I have examined the causes for the apparent decrease in customer satisfaction and the contributing factors. This report presents data describing how these factors have combined to leave customers feeling dissatisfied and looking for alternate providers and other means of travel, along with my recommendations to increase customer service and attract new customers. Over the last year, flight problems such as cancellations and delays along with baggage issues have accounted for 50% of all consumer complaints. Ticketing, boarding, and security issues have accounted for another 15% of all complaints filed with the Department of Transportation leaving you ranked 10th among the 13 major U.S. carriers. Also,†¦show more content†¦Along with the review of the AQR 2016; 1400 customer reviews on airlinequality.com gives you a rating of 3 out of 10 with the majority of the customer reviews reporting delays as the major contributor to their dissatisfaction. Increased Fees You have added additional fees increasing the average flight price by 50% since 2002 when domestic airfare averaged $300. With additional fees for ticketing and baggage, a domestic ticket now averages $450. Below I have outlined your base additional fees compared to Virgin America the number one customer-rated domestic carrier. American Ticketing Fees †¢ Non-refundable ticket change fee: $200 †¢ Same day change fee: $75 †¢ Reservation by phone fee: $20 †¢ Unaccompanied minor fee: $150 Baggage Fees †¢ Checked bag fee; $25 †¢ Second checked bag fee: $35 †¢ Additional bag fee: $150 ea. †¢ Overweight bag fee: o 51-70 lbs: $100 o 71-100 lbs: $200 †¢ Oversize bag: $200 Other fees: †¢ Seat selection fee: o Preferred seat $4-$99 o Main cabin extra: $8-$159 †¢ Priority boarding fee: $9 Group 1 †¢ Wifi: $16 + tax (day) Virgin America Ticketing Fees †¢ Non-refundable ticket change fee: $100 †¢ Same day change fee: $25-$50 †¢ Reservation by phone fee: $20 †¢ Unaccompanied minor fee: $75-$125 Baggage Fees †¢ Checked bag fee; $25 †¢ Second checked bag fee: $25 †¢ AdditionalShow MoreRelatedA Brush with Aids1182 Words   |  5 Pagesaddition, the integrity of this product is a key factor for the Halsey Corporation as it comprises a significant share of the targeted $900 million in sales. 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