Jolly Airlines operates charter and regular flights to rural Australia departing from Sydney Airport. Alarge client is Opally Mining Pty Ltd, which uses Jolly's services on a daily basis. Over recent months,Jolly executives have noticed a reduction in bookings and identified through their informationmanagement system that Opally Mining bookings are down more than 50 per cent on the same timelast year.An executive sends an email asking for feedback from his Opally Mining booking contact. The aim isto determine if the decrease is due to a service problem that could be addressed in order to regainthis business.

Opally's Managing Director calls the next day to provide personal verbal feedback. On the record ofconversation he states:'I joined the last crew to go out to our site and was appalled at the level of service given to my staff byyour in-flight service personnel. The person in question joked with customers, often appeared to flirtwith my men and seemed flippant when discussing the aircraft's safety procedures'.The conversation ends with Jolly agreeing to investigate and get back to Opally's executives withinthe next 24 hours.You are required to answer following questions:

1. Identify the possible underlying service problems that exist at Jolly Airlines. Consider theextent to which the systems and procedures are affected.

2. Decide upon an approach you would take to correct this problem and improve the customerservice given by Jolly Airline's in-flight service personnel and to meet Opally's needs.

3. Explain who you would consult with to achieve this outcome.