Customer Needs And Expectations Tourism Essay

Lists of different places with different prices whether it is cheap or expensive or either it has a hotel or car package for the customers’ flights. It helps the customers to choose what they really like or what they can afford. British Airways did this because they knew that people have different taste, different needs and status in life.

*British Airways achieved their customers’ expectations and needs by serving the main expectations and needs of their customers. E.g. they gave you an opportunity to book a flight; choose from their list of different places with different prices; you can change your booking and etc.

They EXCEED their customers’ expectations and needs by doing things like:

BA on your mobile -The British Airways app gives you all the information you need about your next flight in the palm of your hand- you can check in for flights; download and use mobile boarding passes; view the latest arrival and departure information; see upgrade offers for future flights; track any British Airways flight and Book a new flight by just using your phone.

Mobile boarding pass

All British Airways customers can now download a boarding pass on their phone, within 24 hours of flight departure. There is no need to print it as all the details are in the mobile boarding pass. The barcode is scanned as you move through the airport.

With their mobile boarding pass, you will be able to store your boarding pass in your clear security; access British Airways lounges and board the aircraft

*British Airways exceed the customers’ expectations and needs by giving their customers an easy way to access some informations about British Airways like they can book a new flight by just using their phone plus they can now download a boarding pass on their phone which is convenient for their customers. That was also unique for the customers because not all of the airlines have that kind of customer service.

Information at the airport -London Heathrow, London Gatwick, London City and other airports

Making a smooth getaway

They know how busy any airport can be so they give a few pieces of information that could help ease the experience for their customers.

Information that include:

Where you can find their lounges

Whether you want to catch up on work before you travel, enjoy a snack or simply unwind, you’ll find an area in one of their lounges to relax away from the busy airport environment with Wireless broadband provided by Spectrum Interactive is free in all British Airways UK lounges. 

Safety and security

Checking-In

They’ve made checking in fast and easy so you can spend more time doing what you want to do.

-Mobile check-in

. You can check in whilst travelling to the airport, or choose seats for tomorrow’s flight home without leaving the beach by just using your phone.

*They exceed customer service by telling to their customers where can they see the lounges which is convenient for their customer because it can also allow them to surf internet and eat while waiting for their flight. It is useful especially for the business men/women and to the people rushing just to go to the airport so they can do their work by not just wasting time waiting for their flight and they can eat especially for the people who rushed to go to the airport that don’t have time to eat.

For their airports and other airports

Terminals

Check-in facilities at the airport

Bag drop desks

Terminal map

Flight connections

Transport links

*They exceed their customer service by giving informations like where are their terminals checks in facilities, bag drop desks and terminal map which is really helpful for their customers because sometimes customers got lost at the airport because they don’t know where they would go. In addition, usually instead of just waiting for their flights customers were still looking for their destinations at the airport to check in so it was an exceeding customer service and need especially when they also gave informations on some airports where customers over stop.

On Board

Children’s activities on board

They understand that keeping your children happy will play a large part in making your flight as relaxing and enjoyable as possible. They have a number of activities designed to keep them entertained whilst flying with them.

*They exceed their customer service by helping the parents of the children to make their children happy that really helps the parents to just relax and enjoy their flights without having some concerns that their children might get bored and irritated because usually children cried and got irritated during the flight that can cause an unpleasant experience for the parents. It was also an unusual customer service.

In-flight meals

All of their meals are carefully created by leading chefs, and wherever they can they incorporate seasonal produce in their dishes to ensure they use the freshest ingredients with the fullest flavour.

Special and medical meals

If you have special dietary requirements, you can let them know in advance and they will provide you with a suitable meal. You can request a special or medical meal through Manage My Booking.

Travelling with food allergies

They’re passionate about their food and work hard to ensure the meals you enjoy with them are prepared to the highest standard and with the finest ingredients. That includes providing a wide range of special meal options to cater for many food sensitivities and clear labelling of all their meals. 

*They exceed their customer service by automatically giving the customer a special/dietary food that access foods that they require. This exceeds the customers’ expectations as the customer needs have been met without the customer requesting or having to ask as the proactive thinking of the staff have already acted on the customers’ needs before they have needed to ask or they can also ask you what are your dietary foods or foods that are not allowed for you.

Travel Preparation

Disability assistance

To help us provide you with the necessary service for your needs please let us know how we can help you

-Mobility assistance at the airport and in-flight

-Mobility assistance provided at the airport

Visually impaired passengers

If you are visually impaired, they can offer:

An escort to and from the aircraft.

Individual safety briefings and assistance during the flight.

Hearing impaired passengers

If you are hearing impaired, they can offer:

An escort to and from the aircraft.

Separate briefings about safety procedures.

Subtitles on the English version of the in-flight safety video.

Induction loop facilities are available at most airports and on board through their in-flight headphones.

Headphones compatible with standard hearing aids switched to the ‘T’ position.

Transporting your pet

When you want to transport your pet, you can rest assured that they will take the very best care of them. Pets must be booked to travel with British Airways World Cargo, and they will be carried in the aircraft hold. 

-Travelling with a Guide/Assistance Dog

They will make special arrangements for your Guide/Assistance Dog, to ensure they are able to travel with you in the aircraft cabin. 

Certified Assistance Dogs for blind, deaf or disabled passengers travel free of charge in the aircraft cabin on most flights from the UK; and provided dogs are compliant with the Pet Travel Scheme, on all British Airways routes approved by DEFRA to the UK.

*Automatically booking the customers that have disabilities into a suit that has access facilities that they require. This exceeds the customers’ expectations as the customer needs have been met without the customer requesting any assistance or having to ask as the proactive thinking of the staff have already acted on the customers’ needs before they have needed to ask. They can also do that for the customers’ pets like dog/ cat.

Flying with confidence

The UK’s most experienced fear of flying course. Is fear of flying holding you back?

They can help you

The Flying With Confidence courses are run by British Airways people who want to help you conquer your fear of flying. Their courses have been running for more than 25 years and have helped more than 45,000 people like you. Customer feedback shows that they have a 98% success rate in helping people like you to overcome their fear of flying.

-Stop worrying, start flying

Their one day course caters for many different needs, whether you have mild anxiety about flying or are unable to set foot on an aircraft. The courses are run by experienced British Airways pilots and crew as well as a Clinical Psychologist.

At the end of the course, you will join others in conquering your fear of flying on a short flight with their team of experts.

*It is an exceeding customer service because they not just booking you a flight but they also helping you to conquer your fear of flying which is really helpful. It helps because it makes their customer enjoy their flight without having a fear especially for those who has an anxiety of flying. The good thing is the effect of their help affect you throughout your life which really helps you to enjoy travelling without having a fear. This is not just a service for them but they also concern that your fear of flying can affect your work and life especially for business men/women because they are more likely to travel often and for the outgoing people that afraid to travel by a plane.

Thorpe Park

They MEET their customers’ expectations and needs by doing things like:

Full Ride Listing

THORPE PARK has so many awesome rides that we have had to stick them in a big list for your viewing pleasure.

Book a Ticket Online/Phone and Book a ticket with Hotel

Ticket Deals

Opening Times

*They meet their customers’ expectations and needs by serving the main expectations and needs of their customers. E.g. they gave you different ticket deals; look at the list of their rides; you can book a ticket with hotel; look at their opening hours and etc.

They EXCEED their customers’ expectations and needs by doing things like:

Park Map

*Thorpe park exceed their customer service by giving/allowing their customers to print out a Park Map which help them to know the locations of the rides, food and drink stalls. It helps the customers to easily find the rides, toilets, food and drink stalls. Usually, for some amusement parks do not give a map of their amusement park that makes a hard time for the customers to find the rides, food and drink stalls. Therefore it is an exceeding customer service that they actually giving a park map to the customers without the request of the customers.

Thorpe Park official APP

THORPE PARK brings you the official iPhone and iPod Touch App. It’s packed full of features to keep you entertained and informed at the nation’s Thrill Capital.

You can also grab exclusive offers like:

Park Map

Interactive Park map that shows your exact location in relation to the rides, food and retail units, cash points, toilets and lockers…all via the iPhone’s GPS

Ride Information

See all the extreme thrills waiting for you on their rides, as well as videos and photos to really get the adrenaline pumping in anticipation.

Offers

Exclusive discounts and promotions to the Park as well as at the retail and food units.

Park Info

Information on THORPE PARK, including: opening times, upcoming events and directions to the Park.

* Thorpe Park exceed the customers’ expectations and needs by giving their customers an easy way to access some informations about Thorpe Park like Park Map, ride information, offer and other park info. It really helps the customers because they can now browse some informations about Thorpe Park by just using their phone which is really accessible. Thorpe Park exceeds it by browsing the informations about Thorpe Park by just using a phone which is really preferable for their customers.

DISABLED GUIDES

BEFORE YOU ENTER THE PARK

Parking

Those holding a blue disability badge are required to pay £3 for car parking. When a guest displays a blue disability badge, they can park in the disabled area of the car park, next to the Admissions area on a first come first served basis.

Ticket Concessions

We offer a concessionary admission price for disabled guests and one accompanying helper. We will require proof of entitlement before the concessionary rate is given. Such proof includes a blue/orange badge, Attendance Allowance book etc. Please note this is for Admission to the Park only and does not guarantee entitlement to a disabled Ride Access Pass from Guest Services.

If you require any assistance when purchasing your tickets, please do not hesitate to speak to a staff member in the Admissions area. Guests using wheelchairs who have not pre-booked tickets in advance should use the access ramp at the Annual Pass Building to purchase tickets for THORPE PARK . When entering the Park please use the right hand gates at the turnstiles which have a wider access point.

Annual Pass Holders with a registered disability have the option of a free helper pass. Please see ENJOYING YOUR DAY AT THORPE PARK

Ride Access Passes

Disabled guests who are unable to queue may be eligible for a Ride Access Pass for themselves and one helper. The wristband given will allow the disabled person and the helper to bypass the queuing system usually via the exit or designated entrance designed for ease of access. Proof of entitlement will be required before the Ride Access Passes are given. Such proof includes:

Documentary evidence in the form of a letter from a GP or hospital consultant, which details reasons that the guest is unable to queue. Please note this must be seen by THORPE PARK every year, and this is different documentation to that required for admission to the Park.

In certain situations (such as extreme weather conditions, mechanical problems or power interruptions) it may be necessary for guests to be evacuated from the rides, possibly from the highest point. We ask that any helpers are a minimum of 14 years old, and physically able to assist in the event of an evacuation. We can advise but it will always be up to the individual guest to decide whether or not they should ride.

Ride Safety

Several rides are unsuitable for guests with heart, back, or neck conditions, or expectant mothers and we strongly recommend those guests who have had recent surgery or an injury do not ride some of our more Thrilling attractions. On many of our rides guests need to have the ability to brace themselves in an upright position, and all rides require guests to keep their arms and legs inside the ride carriages, and remain seated at all times.

Not all of our rides are suitable for all guests. Each ride has a strict operating requirements that all riders must meet. Please do not ask our staff to break these rules as they are there for your safety. As well as taking note of the ride restrictions, we also strongly suggest that you watch our rides in motion before making a decision on whether to ride.

Toilet

All toilet locations around the Park have access for guests with disabilities, and we operate the Nationally recognised RADAR key system to access them. If you don’t have your own key, you can hire one from Guest Services for a £10 refundable deposit.

Guest Services

Located in the lower level of the Dome, we are able to offer advice on ride access and restrictions along with offering guests with disabilities several options to make their experience at THORPE PARK both enjoyable and comfortable.

*Thorpe Park automatically recommends the customers that have disabilities into a suit that has access facilities that they require. Thorpe Park recommends the annual pass and the wristband that allow them to park in the disabled area of the car park and allow those who are unable to queue may be qualified for a Ride Access Pass for themselves and one helper that they may be able to bypass the queuing system usually via the exit or designated entrance designed for ease of access. In addition, they tell what rides are suitable for them; all their toilets have access for guests with disabilities; they tell where the disabled toilet is and they offering several options for guests with disabilities. This exceeds the customers’ expectations as the customer needs have been met without the customer requesting any assistance or having to ask as the proactive thinking of the staff have already acted on the customers’ needs before they have needed to ask plus they really concern about the security and safety of their guests.