Customer care of Emirate Airline

Total Quality Management

CUSTOMER CARE

Group Members

Imtiaz Ahmad BSME01113115

Faran Tariq BSME01113053

Umair Tariq BSME01113126

Irfan Ali BSME01113098

Khawar Saeed BSME01113139


TQM is a business

management strategy

aimed at embedding

awareness of Quality

in all organizational

processes.

Attainment of Total

Quality Through

Everyone’s

Commitment on a

Daily Basis


Total Quality Management Comprises the

following topics

Leadership

Customer Satisfaction

Employee Involvement

Performance Measures

Benchmarking

Quality by Design .etc

Customer Satisfaction

The Customer is the King.

Quality is what customer wants.

TQM’s purpose is meeting customer

expectations.

Customer satisfaction must be the primary goal of

any organization. Therefore Every employee

should understand the importance of customer.

Customer Care

Customer Care

Customer care involves putting systems in place.

Maximize your customers' satisfaction.

Prime consideration for every business.

Customer Care

Heart of all successful companies.

Improve relationships with your customers.

Ensuring their satisfaction

Organization We Explain is Emirates

Formed in 1985 by Government of Dubai

Initial operations started with just 2 aircrafts

Largest airlines of the Middle East

Operates 2,500 flights per week connecting 122

cities in 74 countries and 6 continents

Subsidiary of Emirates Group, which has over

50,000 employees

The Cabin Crew – First impression of the interiors of

any Airline

Emirates Vision & Mission Statement

•Goal:

“To reach on top by excelling at what we do.”

•Mission Statement:

"We exist to deliver the world's best in-flight experience."

•Vision Statement:

“To make civil aviation safe, leading and sustainable.”

Umair Tariq

Emirates Customer Care

Offer the lowest available fare

Except for our internet only fares, Emirates offer

the lowest fare for which who eligible for the flight,

date and class of service you request through our

telephone reservation system; at airport ticket

counters; and at city ticket offices.


Notify customers of known delays,

cancellations and diversions

In case of flight delays, cancellations or

diversions.

Explain the reason for the delay

Update the information displayed at airport gates

Emirates also contact their customer who reserve

their seats through agencies.


Deliver baggage on time

Endeavor to deliver on time

If checked bags are delayed will be delivered

within 24hours

Refunds requested within 24 hours of booking

For Itineraries booked on emirates.com/us that

include a flight to or from US, where the booking

is made seven days or more prior to flight

departure, you may request a refund within 24

hours of booking without penalty.


Properly accommodate passengers with

disabilities and other special needs

Passengers with disabilities can look forward to a

safe and comfortable journey with Emirates.

Anyone with disabilities tell Emirates on the time

of booking or 48hours prior to flight so they can

provided with special assistance before and after

flight.

Irfan Ali


In-Flight Services

First Class

Entertainment and

Leisure Facilities


Fine dining experience in the flight. Regionally

inspired dishes for First Class Passengers


In-Flight Lounge in the First Class of A380

fleet


Business Class Business Class Seats that convert into flat-

beds at the switch of a button, in-seat laptop

power supply, extra long table that can be

turned into workstation.


Controlling the Private

Zone

A luxury called ‘High

Tea’

Khawar

Saeed


Toll Free Number

Toll free numbers of Emirates are available in

different country for all international and domestic

flight.

Purpose of toll free number is to provided

everyone with comfort to inquire about flight.


Lounges

Someone who want to work or just want to relax

away from the crowd Emirates have introduced

their lounges at international airports


Young Flyers

Yung flyers get special attention on Emirates

flights with tasty meals and non stop

entertainment, toys and goodies to inspire

greatest of imagination


In-Flight Service accompanied with Touch Screen


Open Skies – Emirates

Airline’s In-Flight Magazine

Faran Tariq


Traveling with infant

For families travelling with infants, Emirates

have equipped every Emirates plane with:

Pillows and blankets

Large overhead storage lockers

Changing tables in the toilets

Stars on the ceiling of a Emirates carrier

actually reflects real-life constellations


Ensure responsiveness to customer

complaints

Information about where to direct your written

complaint is on Emirates website; on all e-ticket

confirmations; and is available upon request at

the airports Emirates serve. Emirates

acknowledge written complaints within 30 days of

receipt and they will send a substantive response

within 60 days of receiving written complaint.