Unit 1 - Investigating the Travel and Tourism Sector
Institution
PEARSON (PEARSON)
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Unit 1 - Investigating the Travel and Tourism Sector
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British Airways
Key Organisational Aims:
Their first key organisational aim is that they want to be the airline of choice for long
haul and premium customers. They want to produce a restyled cabin and premium
facilities. Their next aim is delivering an outstanding service for customers at every
touch point. They want to do this by training their staff in all aspects of their business
as well as a new inflight entertainment system. Their next aim is that they want to
grow their global presence in key global cities. They want to provide the best global
connectivity for their customer’s as well as providing new long haul services. The
next aim is that they want to build on their leading position in London in the world
busiest aviation market. They want to ensure that Heathrow remains a world class
hub to give them a strong base. Their final aim is that they want to meet their
customer needs and improve their margins through new revenue streams. They
want to reinforce their brand and build up their ancillary services by making them
profitable
Provide Products and Services:
British Airways provide a wide range of products and services to destinations all
around the world.
Their main product and service is their flights. This can be given through a number of
different classes. The first of the classes is economy. This is the most basic and
cheapest class that British Airways have to offer. With this class customers receive
excellent customer service from British Airways. The next class is Premium
Economy. This is similar to economy but British Airways provide more of an inflight
experience by offering more privacy and comfort. The next class is Business class.
This is more luxury and British airways offer lounge access, extras space and flat
beds. They highest and most expensive class is first class. In this class customers
experience the best service and comfort in every stage of their journey. This is
British Airways most luxurious class.
The next product and service is their entertainment. British Airways ensure that their
passengers have the entertainment they need to ensure that they good experience.
The first is WI-FI. British Airways now offer on board Wi-Fi to allow customers to
socialize and still continue to do what they want from the comfort of their seat. This
allows customers to have their own entertainment and can keep them occupied on
board. By 2019 they expect to have most of their aircraft connected. They also have
an entertainment system on board with a wide range of movies and TV series to
occupy and entertain customers while they are on their flight. They also have
relevant movies for children as well so there is something for all ages.
The next product and service is the airport lounges. British Airways have three
different types of lounges and experience that they offer. They have over 30
dedicated lounges around the world and have over 100 additional partner lounges.
The first lounge type is business lounges. This lounge is for business class
passengers. This lounge offers food and drink, a quit place to relax and a spa which
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