[SOLVED] The Incident of Flight #399, Southwest Airline’s Customer Service

Term Project: A Case Study: The Incident of Flight #399, Southwest Airline’s Customer Service
FINAL TERM PROJECT-1
Introduction: Passengers and guest service are essential for airlines. One of the objectives of an airline is to provide quality service and meet passengers’ needs. If a company does not provide service, there is no revenue. Thus, passengers should perceive having their needs met. Inadequate service can result in a complaint from a passenger. However, that complaint can be used to improve the business (Withiam, 2013). This was not the case for Southwest Airlines flight #399. Several factors might have contributed to the incident of flight #399, including lack of training in customer service, crisis management, leadership, service culture, and communication.
In this term project, students will employ the course’s learning outcomes that identified the steps in handling guest complaints and appropriate service recovery. Service failures refer to service performance that falls below a customer’s expectations. Since service is human-related, zero-defect service is unrealistic, and service failure is inevitable. When a service failure occurs, customers get upset and lose trust in the organization, leading to customer defection and dissatisfaction. Furthermore, students will identify the planning steps and actions required for improving a service system.
Step 1: Read A Case Study: The Incident of Flight #399, Southwest Airline’s Customer Service.
FINAL TERM PROJECT.docx
Step 2: After reviewing the following case, on your own, research two articles and/or case studies similar to this one in regards to customer service experience [article/case study does not have to be related to the airline industry, please focus on the customer service experiences].
After finding two articles/case studies similar, compare each article/case study to the Southwest Flight #399. The articles/case studies does not have to be air-travel related. Once you compare each article/case study, please provide feedback on how you, as hospitality management professional, would handle the situation presented.
Guidelines: Written Component for Step 2—your paper must be a minimum of 750 words, and maximum of 1000 words. It should be typed, double-spaced, font type times new roman, font size12 pt., with margins no larger than 1”. The final exam/project should have a professional appearance. The sources should be from Professional / Educational Journals or Periodicals. Articles from the internet are acceptable, but they should be from reliable sources.  Please remember that “Wikipedia” is not a professional/educational journal or periodical.  You should list all of your sources (Links to an external site.) at the end of the paper and proper credit should be given to the author of your source throughout the paper.  Proper APA citation (Links to an external site.) must be used for all documentation of sources.
Step 3: Write a minimum 500 words a response communication [proper email/letter format] apologizing to Kathy Matthews for her overall experience based on the case study presented to you [Southwest Flight #399]
Guidelines: Written Component for Step 3 – Please review LAST model PowerPoint  Download LAST model PowerPoint for guidelines.