To; abc@viva.ac.

in

Sub:- Regarding review of procedures & flying experience of passengers in Viva Airlines.

Hello Mr. ABC (V.P Operations)

This is a response to your mail regarding increase in passenger size in Viva Airlines.

First of all, thank you for providing information in concern with the passenger experience review in
our Airline. However, there are several points I would like to raise before we infer conclusion from
the statistics available.

 Firstly, I feel 9 out of 1000 passengers complaining about the baggage handing procedure
may not encompass the whole set of passengers across all geographical locations travelling
with our airline. I would like to check the statistics once again.
 Further, it can be a scenario that the passengers who did not complain are also not satisfied
with the services of the airlines. It could be possible that some passengers just avoid to get
in to the complexity of filling a complaint.
 There are other parameters such as comfort, service of the crew members, quality of food,
timing of the flight etc. to evaluate the experience passengers. I think we need to get
statistics of the other parameters also to get a 360 degree view of passenger experience.

I feel the above points are necessary to get a proper picture of where we stand now and how
can we improve it further to give a holistic flying experience to our passengers. It is apt to metion
here that, as per the recent BOD meeting, we are planning to increase the number of passengers
with our airlines. Hence analysing of other point of views is important for a better decision making.

Hence, I would request you to provide all additional facts of review of passenger flying
experience so that we can reach to a feasible solution.

Looking forward to discuss further on this.

Regards,

Vice President, marketing

Viva Airlines