Kingfisher Airlines

Kingfisher Airline is one of the youngest and popular airlines of India. Mr Vijay Mallya
who owns United Breweries Group, which owns the largest selling brand of bear called
“Kingfisher”, extended the brand name to the airline business. Recently he has taken
over the ‘Air Deccan”, the low cost carrier of India and has a management stake. The
original ‘Kingfisher Airline’ has a distinct image due to its smart looking crew and young
fleet also has a distinct image of quality service provider. In contrast to that Air Deccan,
being a low cost carrier has a very poor reputation on quality of service. The company is
considering using the same service quality questionnaire as used in the case of
Kingfisher Airlines and project an image of a quality service provider with the advantage
of low cost carrier for its new entity “ Simply Deccan” which uses the same logo as
Kingfisher airlines. The management finds it extremely difficult to have a unified image of
quality service provider with two different pricing positions. The questionnaire used for
the Kingfisher Airlines is mentioned below.
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We’d like to know a little more about your flight:

Your flight number: IT _____________________________________

Your Seat No.: _______________________________________
Takeoff city: _____________ Landing Club No. : __________
Flight date: _____/ _____/ _____ King Club No.: _________
(dd) (mm) (yyyy)

We’d like to know a little more about you:

Name : (Mr/Ms.) _______________________________________

Address: _______________________________________
_______________________________________
City: __________________ Pin Code:____________
Telephone No. _______________________
E-mail ID: _______________________

How did you make your reservation?

Through your website ? Through a travel agent ?

Through the Kingfisher Airlines ticketing office ?
Through home delivery of ticket ?

In which city did you make your reservation ? _____________________

Had a good time?

1) Reaching Out
Wow Good Not Could
bad be
better
a) Accessibility of our call center numbers □ □ □ □
b) How were we during the reservation process?
i) Staff efficiency □ □ □ □
ii) Staff courtesy and friendliness □ □ □ □
c) Overall experience □ □ □ □

2) At the Airport
Wow Good Not Could
bad be
better
a) How did we handle your baggage?
i) Time taken for security screening □ □ □ □
ii) Assistance provided □ □ □ □
b) How did we check you in?
i) Waiting time at Check-in counter □ □ □ □
ii) Time taken in to Check-in □ □ □ □
iii) Staff greeting, helpfulness & warmth □ □ □ □
iv) Staff presentability □ □ □ □
v) Staff efficiency □ □ □ □
vi) Overall check-in process □ □ □ □
c) Did we get you on board alright?
i) Clarity of boarding announcement □ □ □ □
ii) Process at the boarding hall □ □ □ □
iii) Boarding the aircraft □ □ □ □
d) Overall airport experience □ □ □ □

3) On-Board
Wow Good Not Could
bad be
better
a) How did you like your crew?
i) Welcome while boarding □ □ □ □
ii) Assistance on board □ □ □ □
iii) Courtesy & professionalism □ □ □ □
iv) Responsiveness to your needs □ □ □ □
v) Presentability □ □ □ □
vi) Overall cabin crew rating □ □ □ □
b) Had an entertaining time?
i) Audio selection – Kingfisher Radio □ □ □ □
ii) Video selection- Fun TV □ □ □ □
iii) Magazine – Hi-Blitz □ □ □ □
c) Did we make ourselves heard?
i) Clarity of captain’s announcements □ □ □ □
ii) Flight into in captain’s announcement □ □ □ □
 d) Did we make you comfortable?
i) Cleanliness of cabin □ □ □ □
ii) Cleanliness of washroom □ □ □ □
iii) Temperature before takeoff Too Just Too
warm □ Right □ Cold
□
iv) Temperature after takeoff Too Just Too
warm □ Right □ Cold
□
v) Did we make you feel at home ? □ □ □ □

4) Let’s Talk About Food

Could you tell us what kind of meal you had ?

Vegetarian Non-Vegetarian
Other (please specify): ____________________

Wow Good Not Could

bad be
better
a) Appropriateness of the meal for the time □ □ □ □
of flight
b) Visual appeal □ □ □ □
c) The taste □ □ □ □
d) Meal portion I ate I could’ve I’m too
well had more full
e) Overall food rating □ □ □ □

5) How was the Kingfisher Class Experience, Overall?

Wow Good Not bad Could be better

□ □ □ □

6) How can we make the Kingfisher Class Experience even better for you?

Vegetarian Query Compliment Concern

________________________________________________________
________________________________________________________
________________________________________________________

7) Did we delight you?

If you’re particularly pleased with one, or more, members of the Kingfisher
Airlines team, please let us know so we can highlight them as examples of
delivering the good times to our guests.
 Where did you come in touch with this What was What was
person? his/ her special about
name? his/ her
interaction with
you?
On the telephone
At airport ticketing
At baggage security screening
At check-in
At the departure gate
At security
While boarding
On board
Somewhere else (please specify)

Would you fly the Good Times again? (Y/N) :____________________

Would you recommend the Good Times to others? (Y/N): ____________

Task

Should the same questionnaire be used for the low cost enterprise after the take over?
What are the changes that you would like to bring to the questionnaire? Give the
justifications for the changes? What elements need to added for collecting data on
service encounter at the new airlines?