Humanization of Flight Attendants Through Positive Rating
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This document discusses redesigning airline customer service through facilitating communication between flight attendants and passengers. It proposes creating a positive rating system where passengers can provide feedback on flight attendants' performance to motivate them. Other solutions include empowering flight attendants with a mobile device, establishing transparency of their duties, and reinforcing the relationship between attendants and passengers through acknowledgment and appreciation. The goal is to humanize the flying experience through small personal interactions.
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Humanization of Flight Attendants Through Positive Rating
- 1. THE HUMANIZATION OF FLIGHT INTIMACY + PERSONAL ACKNOWLEDGEMENT Yolotzin Dunbar Nina Kim Congyi Ji Rosa Lee
- 3. LOW COST CARRIER OR FULL SERVICE CARRIER? COST VS SERVICE INTRO INSIGHT STORYBOARD CONCLUSION
- 4. RESEARCH TRADITIONAL NETWORK CARRIERS levels of customer service passenger enplanements overall customer satisfaction INTRO INSIGHT STORYBOARD CONCLUSION
- 5. RESEARCH BRAND PREFERENECE According to the 2008 J.D. Power and Associates N. American airlinesatisfaction study, deteriorating levels of customer service provided by airline staff, rather than high fares, have led to a significant decline incustomer satisfaction with airline carriers. INTRO INSIGHT STORYBOARD CONCLUSION
- 6. INSIGHT Redesigning the traditional network carrier service system in order to facilitate communication between flight crew and passengers, will motivate the crew to enrich in-flight experience. INTRO INSIGHT STORYBOARD CONCLUSION
- 7. PSU communication ISSUES CABIN GATE boarding procedure counter INTRO INSIGHT STORYBOARD CONCLUSION
- 8. SOLUTION MAP PRE-FLIGHT IN-FLIGHT POST-FLIGHT performance stand humanization of flight attendants reinforce relationship between passengers + FA re-introduce art of performance F.A. device empower flight attendants improve efficiency + communication create transparency of knowledge call spectrum understanding flight attendants improving communication of needs courtesy positive rating system appreciation of flight attendants acknowledging performance of motivate flight attendants INTRO INSIGHT STORYBOARD CONCLUSION
- 9. HUMANIZATION OF FLIGHT ATTENDANTS APPRECIATION OF FLIGHT ATTENDANTS PERFORMANCE STAND pre-flight POSITIVE RATING SYSTEM pre-flight in-flight post-flight INTRO INSIGHT STORYBOARD CONCLUSION
- 10. POSITIVE RATING SYSTEM INTRO PERFORMANCE STAND INSIGHT STORYBOARD CONCLUSION
- 11. ENPOWERMENT OF FLIGHT ATTENDANTS APPRECIATION OF FLIGHT ATTENDANTS POSITIVE RATING SYSTEM F.A. DEVICE pre-flight pre-flight in-flight in-flight post-flight INTRO INSIGHT STORYBOARD CONCLUSION
- 12. F.A. DEVICE POSITIVE RATING SYSTEM INTRO INSIGHT STORYBOARD CONCLUSION
- 16. APPRECIATION OF FLIGHT ATTENDANTS POSITIVE RATING SYSTEM pre-flight in-flight post-flight INTRO INSIGHT STORYBOARD CONCLUSION
- 19. STORYBOARD REDESIGN OF SERVICE MODEL POV = FLIGHT ATTENDANT INTRO INSIGHT STORYBOARD CONCLUSION
- 23. RATING THE CUSTOMER SERVICE POV = PASSENGER INTRO INSIGHT STORYBOARD CONCLUSION
- 26. CONCLUSION “ small but crucial personal moments created by these designs will define a passenger’s flying experience INTRO INSIGHT STORYBOARD CONCLUSION