No Air is one of very
successful stories about Thai companies in the area of air travel. By the way I am Thai living in California so I am all for Nok Air. They are also the first LCC to launch free inflight WIFI which really make passengers happy. What I am trying to do her is to write about strengths and room for improvements
based on customer feedback on many review websites. Hopefully the information will help Nok Air
compete and grow more especially in some areas against other LCCs such as Air
Asia, and others.
Strengths
1. Good and easy website to navigate
2. Friendly staff
3. Clean and beautiful aircrafts
4. Very creative, unique and
competitive team of executive with vision, branding, and marketing.
5. Cheaper than Air Asia
based on many customers
6. Continue to increase market share of LCC market in Thailand and neighboring countries.
I am sure there are more…
Here are some good tips based
on current information on social media sites, some you may had already known, which will greatly help increasing customer service satisfaction, gaining bigger share of
the market domestically and internally, achieving competitive advantage, cost efficient and other benefits.
1. Delay is an important issue facing airlines.
Timely communicate
to staff and passengers when there is delay and accurate time to departure. I
know on some instances it might get tricky
if there is safety or mechanical related as you don’t want to make passengers
nervous unnecessary. Multiple real time communication
channels can be used such as website, mobile access, customer service phone
numbers, and of course digital boards at counter. Long delays create many difficulties for
passengers, and families at the other ends waiting for their arrival. It would be nice to have real time flight
tracking which passengers can connect via internet and see exactly what the
flight status is and what is going on. This will take some work on automation
and IT to feed data in. Real time information can be used accurately by both
staff and passengers alike to quickly communicate flight status.
2. Flight
safety demonstation should be n both Thai and English. On some occasions on some flights, there are more foreigners than Thais. This will
definitely attract more foreign passengers and provide better customer experience.
In some instance, it might be useful to create pictorial instruction
sheets (or use ipad) in English and other languages that can help passengers
pick their seats or other options by pointing to the picture if English is
challenge.
Will need more English
training for staff at counters and other needed departments. Can use
computer technology and mobile apps to help with translating English to Thai or vice versus for some needed instances. Maintaining flat hierarchy in work place and
allowing staff to be creative, try something new without fear of failure, hire
the best whenever possible, will speed up Nok Air’s growth and competitiveness.
3. Some passengers reported small leg room on some
aircrafts. Possible fix is to create some seats with bigger
leg room and charge a bit more perhaps. Again this might not play well into low cost strategy but something can be worked on this later with think outside the box.
4. Customer service or
problems can be reported via social media, text, or customer service phone number and contact in order to get quick response.
5. Gradually expand
internationally through new strategic partners, new branding etc.
6. I just throw these in as some might be trivial and repeated base on other airline feedback.
- Notify via text or email in case of flights changed or cancelled.
- Have Live Chat feature on Nok Air main website in both Thai and English in case customers need help. Have dedicated small staff monitor social media sites like tweeter for feedback from customers and respond quickly.
- Make certain to group kids and parents together as much as possible.
- For very long delay, food, snack, and water vouchers should be provided.
More to come...Hopefully this will be useful to some extent.
