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english test elaboration year 2 HBS
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english test elaboration year 2 HBS
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Van Wijk, Isabella, AHM2VCDocent: Ekatarine Pushkarskaya
Summary
A report about the problems experienced by customers due to delayed or cancelled flights. Many
customers have had an unpleasant experience at Hurrah Airport caused by several reasons. There
are possible solutions to ensure that it does not happen again.
Introductions
Hurrah Airlines is a budget airline which offers low ticket prices for flights to Europe. Hurrah Airport
often receives correspondence, telephone calls and voicemail messages from customers who are
unhappy with the service.
The main purpose of the study is to determine what problems have caused the negative experiences
by customers due to delayed or cancelled flights. The additional purpose of the study is to help
Hurrah Airlines and eventually de customers to prevent such bad experiences to happen.
Findings
It was found that multiple reasons led to an unpleasant experience by customers. First of all,
customers have often experienced that Hurrah Airlines does not display accurate flight status
information, which leads to customers missing their flight or having to rush.
Secondly, customers find that when they have received incorrect information, they cannot be
properly assisted by staff at the airport. The airport staff do not always know the correct information,
but they are not even willingly to find out and assist the customer.
Finally, when customers could not be helped and missed a flight as a result, Hurrah Airport does not
provide any kind of service. Customers have to make hotel reservations, pay for cabs and food, even
if it is not the customers’ fault that the flight was delayed, missed or cancelled.
Conclusions
It is clear that the travel conditions for customers at Hurrah Airport and the service they receive do
not contribute to a good experience. The following areas of concern have been highlighted.
Customers often encounter inaccurate flight information. Hurrah Airport staff is unable to resolve
these inconveniences and problems. In the end customers often incur high costs from delays, missed
flights and cancellations, due to Hurrah Airports errors and not their own.
Recommendations
Considering the above, it would be advisable to create a standard protocol that prevents customers
from receiving inaccurate flight information. In addition, when customers encounter a problem, staff
could adhere to codes of conduct that would make customers feel like they are being helped. Finally,
Hurrah airport could offer additional service that would save guests from having to arrange their own
hotel, cab and food.
Isabella van Wijk
Customer Service Department
14 April 2021
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