CRM within Airline Industry : Research

[christos]

Hi everyone!
My name is Christos. I am a student at Strathclyde University and at the moment I am doing an MSc in Business Information Technology Systems. My final project is titled "CRM within the Airline Industry". The aim of the project is to research and analyse what effect CRM has within the airline industry, how it is applied and how airlines are applying it. The second aim of my project is to identify how customers interact using online booking.
I would be very grateful if you could help out with my research by answering the following!

Have any of you booked online for flights / holidays? Who with and what were the most important criteria when booking? What did you think of their websites? What are your experiences?

Thanks for your time!
Christos

[Brian Turner]

Just booked a flight from Manchester to the Isle of Man - guess how much for 1 adult, 2 kids, and 1 infant?

First quote: £375 return.

I changed a leaving time and got it down to £325.

I hear the surcharge has since gone up, to reflect the still increasing oil prices.

Ridiculous pricing - but there's no real competition on that route. And I didn't fancy inflicting a 3 and a half hour boat journey with 2 young kids and a breastfeeding baby, when the boat has no access for pushchairs in the first place. So it's their summer holiday, I guess.

[christos]

Brian,

Thanks for responsing to my previous questions! You have made contribution which has helped me with my findings!
If you have anything else you would like to contribute, feel free!

Once again, THANKS!

Christos

[GraemeKerr]

Hi Christos,

I graduated from the University of Strathclyde Business School in 2003. I would be happy to answer your questions as i know how hard it can be getting research results!

Have any of you booked online for flights / holidays?
When i graduated last year i booked a 2 month trip around America, all of it online. I booked our flights from Glasgow to San Francisco, then a flight from there to LA. We then booked a 1 month coach tour across the states to New York, and our 4 nights accommodation when we got there. We booked a train from there to Niagara Falls, and overnight accommodation before getting another train to Toronto. After 4 nights there we booked a train to London, Ontario to meet my cousins, then another train to Chicago, where we spent 4 nights before heading back. This was all booked online before we left.

Who with?
The return flight to the states and the accomodation was done through STA Travel. The tour was through the Contiki website. The trains were booked through Amtrak.

What were the most important criteria when booking?
The main thing was getting everything to co-ordinate, so it was important that these companies had booking systems that were easy to use. Secondly was the ease of booking, as we had so much to book there were plenty of sites that were just not easy to use!

What did you think of their websites?
They all have very good, easy to use websites, with clear booking systems and enough information to make the booking

What are your experiences?
We had no problems whatsoever, everything that was booked online was correct and i would gladly book everything this way again.

I hope that this is of help. If i can help anymore just let me know. Good luck with the paper and your course.

Cheers,

Graeme