Mgmt 311 Southwest Case Study

MODULE 7 Case Study

Mohammad Aljada

Embry-Riddle Aeronautical University

MODULE 7 Case Study

Question 1:

What benefits do airline customers seek when they buy air travel tickets?

Answer: Airline customers seek low airfare, great customer service, and at least a minimum amount of amenities.  Southwest has been able to provide flights at some of the lowest fares available by any airline; their employee’s first priority is providing excellent customer service to every guest, and they do not pretend to have more than they do. They provide very basic amenities to their guests, without any additional charges, such as snacks, pillows, and luggage. Also, Fliers may have a thousand sought benefits when purchasing air travel tickets, and most times, the price may have a factor in how they seek. Air travel brings the benefit of leisurely or business travel at anytime, anywhere in the world. All a customer has to do is buy the preparation of his or her itinerary. (Flint, 2006)And most times, passengers will always want to save on their air travel tickets because the more money they will end up with for the rest of their trip or vacation. Saving on one or a multiple number or airfares can end up making the most of a person or family’s vacation. Airline customers will normally seek out and find the lowest airfares regardless of the carrier brand that their low price ticket is aboard and it will fill the consumer with positive feelings of value. According to a survey conducted by Consumer Traveler, determining what customers seek while buying air travel tickets should be assess with regards to the category of consumers that are buying the tickets. (Elliott, 2011)

Thus if I intends to buy a ticket because I’m getting ready to go on vacation, my needs would differ from someone who intends to travel for business purposes. As such, customers who are travelling for pure leisure will be looking for low prices, friendly service, on time performance, accurate baggage handling...