Emirates airline

1 Case Study: Airline Competitive Advantage (PLG1) Student's Name Institutional Affiliation Professor's Name Course Date
2 Case Study: Airline Competitive Advantage (PLG1) Introduction The airline business has changed dramatically in the last decade, with several carriers embracing technology improvements to gain a competitive advantage. Emirates is one such airline that has used numerous information technologies to improve its operations and customer service. In this case study, we will look at Emirates' customer service information system and how it has helped the airline acquire a competitive advantage. Emirates is a global airline headquartered in Dubai, United Arab Emirates. It is one of the world's largest airlines, with over 3,600 flights each week to over 150 locations on six continents (Hammoud et al., 2018) . Emirates is well-known for its dedication to offering excellent customer service, and the airline has received multiple honors for its in-flight facilities and overall passenger experience. The Emirates Airlines system is a sophisticated software platform that handles the airline's human resources, sales, marketing and customer service functions. It was developed in 2000 and has been continuously updated since then. Since then, it has expanded its use of information systems to include human resources, sales, and marketing, customer service, reservations, maintenance, and operations. Emirates' Customer Service Information System (CSIS) is a web-based customer service tool allowing customers to access information about their flight status and requests online. Customers can also receive updates on baggage claims and other airport services via Twitter and Facebook (Ceil 2019). The Emirates Customer Service Information System is the backbone of Emirates' customer service operations. It allows a complete view of customer information and
3 ensures all customer complaints are handled efficiently. The Emirates CSIS has been designed to keep track of all customer information, from booking confirmations to flight delays. It allows for seamless communication between all parties involved in handling customer issues. This allows quicker resolution times for customers with problems or delays in their travel plans. The Emirates' Customer Service Information System allows the company to collect and store customer data. This is a competitive advantage because it allows Emirates to have an accurate database of its customer's preferences, which can then be used to tailor the airline's services and products to the needs of its customers. This system also makes it easier for Emirates' employees to serve customers since they can access information about past interactions with particular customers or groups of customers and any complaints or compliments that might have been left on social media or other online platforms. The Emirates' CSIS uses an algorithm that predicts how long it will take for a plane to arrive at its destination based on when it leaves its origin point and other factors like weather conditions (Al-Ansi 2021) . This allows airline employees to give passengers accurate information about their expected arrival time at their destination airport even if they haven't arrived yet. The system also allows airlines to monitor performance across all departments - including maintenance crews- to ensure that planes are properly maintained before they're put into service. Conclusion In conclusion, Emirates' customer service information system has been critical in assisting the airline in gaining a competitive advantage in the industry. Emirates has been able to tailor the customer experience and enhance its operations by utilizing customer data and
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