1.

Identify and list 5 key Flight Attendant behaviours that JAL state will be demonstrated onboard their flights.

(read Omotenashi and interpret the information to provide specific behaviours)

https://www.ar.jal.co.jp/world/en/guidetojapan/omotenashi/inflightservice/

2.

You have been saving hard and are planning to take a dream trip to Japan.

Based on what you have read about Japan Airlines, you excitedly choose them as your airline of choice.

You plan to fly from New York (JFK) - Tokyo (HND) departing on March 01st 2022 flight number JL005 and returning on March 08th 2022 flight number JL006.

You've enjoyed a very successful year so far and decide to treat yourself to a Business Class Standardticket.

Using the following link:https://www.jal.co.jp/ar/en/ conduct a price search for the above flights and answer the following:

1. How much is your ticket?
2. Does this price surprise you? Why or why not?
3. Provide an example of the service level you will expect from the Japan Airlines staff at each of the following steps of your journey:

• Pre Boarding
• During Boarding
• During the Flight you experience problems with your IFE. What are your expectations of the In-Charge?
• After Landing

(Remember to provide examples of the Flight Attendant behaviours at each step, not just the product they deliver)

3. Read the British Airways customer review below, this review is on TripAdvisor, accessible to millions of people around the world and expresses the customer's disappointment in the onboard service they received.

(Use the Airline Website to identify the expected service level on a flight from LHR - BGI.)

After reading the review, answer the following questions:

• What are the key delivery failures.
• In your opinion, Is the customer's feedback valid? Why or why not?
• What is the impact of this review on the airline's reputation?
• How would you as the In-Charge recover this situation?

reference : https://www.britishairways.com/travel/home/public/en_gb/