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A Practical Guide to Airline Customer Service is a textbook written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. A Practical Guide to Airline Customer Service is a must-read for those who seek a rewarding career in the airline industry.

Airport Research Needs

National Research Council (U.S.). Transportation Research Board. Committee for a Study of an Airport Cooperative Research Program

Published: 2003

Total Pages: 116


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Urges the US Congress to establish a national airport cooperative research program. The committee that produced the report called such a program essential to ensuring airport security, efficiency, safety, and environmental compatibility.
Airline deregulation is a failure, conclude Professors Dempsey and Goetz. They assault the conventional wisdom in this provocative book, finding that the Airline Deregulation Act of 1978, championed by a profound political movement which also advocated the deregulation of the bus, trucking, rail, and pipeline industries, failed to achieve the promises of its proponents. Only now is the full impact of deregulation being felt. Airline deregulation has resulted in unprecedented industry concentration, miserable service, a deterioration in labor-management relations, a narrower margin of safety, and higher prices for the consumer. This comprehensive book begins by exploring the strategy, tactics, and egos of the major airline robber barons, including Frank Lorenzo and Carl Icahn. In separate chapters, the strengths, weaknesses, and corporate cultures of each of the major airlines are evaluated. Part Two assesses the political, economic, and social justifications for New Deal regulation of aviation, and its deregulation in the late 1970s. Part Three then addresses the major consequences of deregulation in chapters on concentration, pricing, service, and safety, and Part Four advances a legislative agenda for solving the problems that have emerged. Professors Dempsey and Goetz advocate a middle course of responsible government supervision between the dead hand of regulation of the 1930s and the contemporary evil of market Darwinism. The book will be of particular interest to airline and airport industry executives, government officials, and students and scholars in public policy, economics, business, political science, and transportation.
The aim of this book is to enhance theoretical and practical understanding of quality management in tourism and hospitality. It provides a benchmark of current knowledge, and examines the range of research methods being applied to further develop tourism and hospitality service management research. It is hoped that this book will stimulate new research questions by highlighting tensions and challenges in the area.