Lion Air
GOALS: to shift the short-term focus of Lion Air to a long-term outlook and to improve its reputation.
Action step or change to be accomplished:
Mending job specifications, job descriptions and training programs for all employees.
Enhancing the communication and strained relationship with customers.
Acquiring new, safer planes.
Providing extra add-ons to consumers on board.
What actions or changes will occur:
There should be re-defining process of job descriptions and specifications of pilots and cabin attendants; a more accurate and stricter requirements along with tougher training steps will be introduced to employees. Scoring cards should also be created to enhance the filtration process during recruitment and selection periods.
Introduce new communication system between related departments and guidelines in handling the passengers when flight delays are unavoidable. If the airplane took off late in the previous airport, it should be then notified directly to the next destination’s available staff so that they are able to prepare and inform customers in advance.
If the delay is more than 2 hours (when the flight is 1500 km or less) or 3 hours (when the flight is 1500 km or more) but less than 8 hours, passengers are allowed to receive meal vouchers or refreshments during waiting time. If the delay is more than 8 hours, accomodation or hotel recommendations will be provided. Note that, no refund is allowed. If passengers have the urgency to fly quickly with reasonable and strong excuses (e.g. urgent medical reasons, court or immigration requirements and other law- or health- related excuses with solid evidences), they should be referred to other alternatives to fly with other airlines or to the nearest flight schedule, with no additional cost.
The company should invest in capital expenditures in terms of its aircrafts.
For long-haul, international flights the cabin attendats should distribute one cup of mineral water per seat (two cups if the journeys exceed 4-hour-time-frame).
REVITALIZATION PLAN
Informed by extensive public input, a vision and strategies for revitalization of
Lion Air have been identified and prioritized. These strategies represent multi-faced approach to recharge Lion Air customer satisfaction.
Implementing intensive employees (Pilot, flight attendants) training
Job specifications for Pilot should have been altered, thus only qualified pilots are recruited.
Trained the stewardess to wisely inform the rules and regulations inside plane to all customers. For instance, customers should not be allowed to throw rubbish anywhere they want, therefore increases the cleanliness of the vehicle itself.
In order to boost customer satisfaction, all the flight attendants should be active due to consumer complaints and questions. For example if passenger wants to ask something or needs something the flight attendance should give quick responses.
Purchasing new and updated technologies
Purchase new airplanes, this can be treated as long-term investment. This vision needs to be fulfilled in order to rebound bad image that Lion Air has due its old and outdated facilities.
Improvement of add-ons service on air
Distributing complimentary mineral cups to passengers for long-haul journeys (i.e. international flights only).
Enhancement of customer service management
Advance announcement should be made due to Lion Air long-haul delay. Where delaying time would lower customer satisfaction more considering to poor services that are provided by Lion Air. Some compliments should also be given to the passengers if the delay period exceeded 1 hour-range.
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