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Airline Service Delivery
  • From Astronomy, General Astronomy
  • Due on 06 Dec, 2017 12:00:00
  • Asked On 03 Dec, 2017 06:42:18
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How do the service delivery requirements of a passenger airline provider differ from the service delivery requirements of a cargo airline service? 


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There are two main "servicescapes" in the aviation world (Collier & Evans, 2015). Those of us who have flown/worked with cargo on a regular basis know that doing so is a lot easier than dealing with customers and human lives all day. The cargo world operates on the "lean servicescape" which basically means that it requires less human (and financial) input to operate efficiently. Although there are still deadlines for cargo and a lot of logistics that go into flight planning, cargo involves less work and less planning to ensure a successful, profitable and safe flight. Cargo airlines don't need to spend extra money and time to deck their aircraft out with creature comforts, put good-looking customer service staff out at the check-in's in the terminals, or maintain a corporate social presence like passenger airlines do. Passenger airlines operate on the "elaborate servicescape", which, in essence, means that they have to do a lot more to maintain their business and keep customers happy. While passenger airlines have to deal with ticketing, meals, accommodations for disabled passengers, planning recurring flights, angry passengers when flights are canceled or delayed, and all of the other things that come with providing a service to humans over inanimate objects, cargo airlines just have to make sure that their flights are safe, on-time, and able to generate a profit. They still have a human operating component (employees such as load masters, pilots, managers, flight planners, MX personnel, etc) but it doesn't need to be anywhere near as developed as a passenger airline's.


Collier, D. A., & Evans, J. R. (2015). OM5 (5th ed.). Boston, MA: Cengage Learning.



How do the service delivery requirements of a passenger airline provider differ from the service delivery requirements of a cargo airline service?

       The biggest difference, in my opinion, is that for all the people who fly for fun or business it’s that they will never get to see the cargo operations side.  Spending my entire military career in and around passenger and cargo aviation I have much experience dealing with both.  For example, Lockheed Martin developed the C-5 Galaxy and its primary mission is moving cargo, people, and equipment on a global scale.  Or it can be converted into one huge passenger jet by palletizing airline seats to the cargo floor.  In its “air-bus configuration the C-5 can carry 270 passengers” (Lockheed Martin C-5 Galaxy, 2017).

       So quite frankly the simplest answers are passenger aircraft move people and cargo aircraft move cargo.  However, there are air carriers which have aircraft that move people and cargo as a combination.  As we compare the two, cargo and people air carriers our textbook says that “integrating all of the elements (for both) is necessary to design a service that provides value to customers and can create a competitive advantage” (Collier D., Evans J., 2015, p. 121).  In your spare time, if you have any, look up an airline, any airline and they will most likely have passenger flights and cargo flights with aircraft designated to each.  

       For example, I have researched a United States air carrier by simply searching U.S. Airlines cargo and came up with American Airlines.  Punch up the website and it states that “American Airlines provides more than 100 million pounds of weekly cargo lift to major cities in the United States, Europe, Canada, Mexico, the Caribbean, Latin America and Asia Pacific” (About AACargo, 2016).  The website also discusses facilities, services, and processes.

       On the other hand, at the American Airlines passenger travel site, it is geared towards personal travel, vacation packages and incentives to fly with American Airlines.  The travel site supports passenger travel such as “Black Friday Savings, Connect Your World, and Relax Before the Runway” (Plan Travel, 2017).  Both websites however different are basically the same type of layout and relatively easy to use in my opinion.  They both provide their own unique “service-delivery system design” (Collier D., Evans J., 2015, p. 121) by focusing on the customer’s wants and needs.

      Cargo air services provide cargo space to customers for personal and business applications to deliver goods and products to destinations where needed. Additionally, cargo air carriers utilize technology to track freight and provide customers tracking information as a service to follow their products throughout the shipping process.  Passenger air services deliver people from one place to another.  They also provide online service to plan, make, and purchase a person’s travel arrangements.  




About AACargo. (2016). Retrieved from American Airlines Cargo: https://www.aacargo.com/about/aacargo.html

Collier D., Evans J. (2015). Operations Management. Boston, MA: Cengage Learning.

Lockheed Martin C-5 Galaxy. (2017). Retrieved from The Aviation Zone: http://www.theaviationzone.com/factsheets/c5.asp

Plan Travel. (2017). Retrieved from American Airlines: https://www.aa.com/homePage.do

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Airline Service Delivery
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m design” (Collier D., Evans J., 2015, p. 121) by focusing on the customer’s wants and needs. Cargo air services provide cargo space to cust...
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