UNIVERSITI TEKNOLOGI MARA

PULAU PINANG
FACULTY OF HOTEL AND TOURISM MANAGEMENT

INTRODUCTION TO HOSPITALITY INDUSTRY

HTM130

CASE STUDY

PREPARED BY:
NURUL BALQIES BINTI JAFFAR
( 2022770177 )
PHM115A2

PREPARED FOR :
NURUL’ AISHAH @ N BINTI HJ ZAKARIA

SEMESTER
MARCH – AUGUST 2022
 CASE STUDY 1 : AIRLINE INDUSTRY

QUESTION

1. How does the passenger review influence public perceptions towards Air Asia
?

Reviews have the power to shape public opinion as well as enhance a

company's reputation. Reviews have the power to boost consumer confidence
and encourage customers to engage with your business. The article claims
that one traveller had a negative experience with Air Asia. The traveller claimed
that while he did save some money by flying with Air Asia, he also lost time in
the process and was noticeably unhappy and dissatisfied with the experience
because of the constantly shifting flight schedules. These reviews might make
other potential Air Asia passengers hesitant to book a flight with this airline.
Because of this, a company's ability to maintain its calibre depends on its
customer satisfaction ratings.

2. If you are the Air Asia officer , what can be done to recover the service
breakdown.

There are several ways to overcome the negative review, but as an Air Asia
officer, I would approach the situation professionally. Responding quickly is
one method for resolving the service breakdown because the faster the
passenger hears from you, the more genuine your remarks will appear to them.
It is critical that you pay attention to both your apology and the passenger's
complaint. Instead of arguing with the passenger, show your customer service
by apologising to them. Next, accept responsibility. Excuses are the last thing
you want to hear from a critic. Even if the bad experience was not your fault,
take the high road. Consider developing a customer-centric strategy. When
necessary, it also provides statements. The passenger's rating determines
whether or not an explanation is required. It's not a bad idea to explain to a
customer what went wrong, such as if the negative review was caused by a
misunderstanding, uncooperative staff, or other issues. Finally, make any
necessary repairs. If the customer is deserving, I can issue a refund. You could
also offer a free service or product to compensate for the previous one.
Determine the source of their dissatisfaction and correct the situation. This
may result in the removal of negative reviews or the creation of positive
customer reviews in some cases.

3. Is there any chance that this passenger would use Air Asia in the future ?
Explain your answer.

In my opinion, I will say yes and no. Because it truly depends to the passenger
to decide if that is their first time fly using Air Asia, then he/she will had
encounter it was just unlucky at the time and decides to give Air Asia another
chance and hope it gets better for next time. But also, there is a possibility that
he/she will not again choose Air Asia as first choice to fly with because of the
poor experience that have gain.
 CASE STUDY 2 : ECONOMIC IMPACT OF HOSPITALITY

The travellers is a family that participate in activities, commercial or industrial. Family

traveller usually going on holiday trip when their kids are on school holiday.
The family traveller using an aeroplane to the airport of the counrty or state that they going. After
that the parents rent a car rental for how many days that they are going to stay so that it will be
easier for them to reach destination by destination.
The family will spend the money for food, lodging and for an attraction. Food can give them
energy to recharge to do another family activities. While the lodging give them a place to rest their
body and mind after such a long day and to refresh their body with taking a shower. However, the
amusement park is to bring the children to have some fun and release their stress during the
school holiday.

The father paid the salaries to his employees with lucrative and resonable remuneration every
month
The employees usually will spend their salary at the shopping mall by buying their wants and
need. Besides that, they also spend the money to food to eat what they have been craving for.
However, they will spend the money to entertainment such as go to karaoke, playing games, or go
to a cafe to release their tension and make themselves happy