Airline Case Study

A young toddler was sitting on her mother's lap prior to take-off on-board a flight from Singapore to the Manila, she was in the process of trying to settle her child as she was distressed and crying loudly. Flight attendants came over and in an aggressive tone warned the mother that her daughter needed to be properly seated. The mother kindly asked if she could be given a few minutes to settle her daughter and get her into her seat. The flight attendant had turned and walked away, halfway through the mother's question. After five minutes the mother was able to settle her daughter and they were both seated quietly in their own seats when the flight attendant returned and ask them both to exit the aircraft as they were not complying with safety instructions.

Other passengers who were viewing the incident unfold, had begun to speak up for the mother and her daughter. The flight attendant began to threaten the other passengers with being kicked off the flight and yelling at the passengers and the mother that they were not helping to alleviate the situation. The mother and her daughter were forced to exit the flight with no opportunity to discuss the apparent issue and were forced to wait for the next flight to Manila.

1) Identify and explain two (2) actionable recommendations on how the management team of this service organisation can work with its frontline employees to ensure that this service failure does not occur in future service encounters[6 marks].