3 P’s in the Airline industry

The three P’s, a staple of the marketing world, touch on a few important factors to consider
when developing a marketing strategy: product, price, promotion and place. What it is that
you’re selling, for how much, how you will promote it and where you will sell it.

These three P’s are important, but they’re not what this article is about. Instead, we’re going
to talk about the three often forgotten P’s of marketing which apply specifically to service
businesses: people, process and physical environment.

1. People- In Airline industry people are the most important P. people provide services
that is for selection training and motivation of employees. 

The air hostresses come in contact with the people providing them service while in the cock
pit view are the employees who contribute to the service product but do not come in direct
contact with customers.

In Airlines the front line staff also plays an important role in making sure that the customers
are provided with the service that they were promised.

2. Process - The process of the Airline service lays emphasis on the involvement of
channels, front line staff, travel agency offices from where the services flow and
reach to the ultimate users

The process begins at the time of reservation that goes on to the conformation of seats and
computerised reservation allows reservation  from anywhere in the world.

Facilities at the airport i,e baggage handling, flight information etc helps in delivering quality
service and making travel pleasure.

3. Physical evidence- In airline industry, The Airline itself , the seating configuration
that is meant to be comfortable and spacious would make up for the physical
evidence in  this industry.

Booking offices and ticket counters of airlines are extremely spacious and well designed for
good looks. Also the aircrafts are given excellent exteriors and maintained well specially the
well designed seats and leg room in business class.