Customer Service, Operations & Planning

[Name of the Author]

[Name of the Institute]

Customer Service, Operations & Planning

Introduction

In the era of 21st century, the world has done much advancement. Nowadays, every manual task has been replaced with automated technology. ICT- based service is also a part of that technological advancement. The assignment will highlight the ICT-based service of Emirates; the biggest international airline with many destinations that it successfully covers. 

ICT-based service

“ICT based services” refers to the use of digital electronic methods and tools to gatherprocess share and distribute information throughout the tourism value chain. Digitalelectronic methods and tools can be software applications and components, data, formalspecifications, standards or devices supporting a specific set of tourism related businessprocesses”. (Costa. L. 2001)

Emirates

About Emirates Airlines

On 25th October 1985, Emirates flew its first routes out of Dubai with just two aircraft—a leased Boeing 737 and Airbus 300 B4. Then as now, our goal was quality, not quantity, and in the years since taking those first small steps onto the regional travel scene, Emirates has evolved into a globally influential travel and tourism conglomerate known the world over for our commitment to the highest standards of quality in every aspect of our business. Though wholly owned by the Government of Dubai, Emirates has grown in scale and stature not through protectionism but through competition—competition with the ever-growing number of international carriers that take advantage of Dubai's open-skies policy. Not only do we support that policy, but we see it as vital to maintaining our identity and our competitiveness. After making its initial start-up investment, the Government of Dubai saw fit to treat Emirates as a wholly independent business entity, and today we are thriving because of it. The airline has recorded an annual profit in every year since its third in operation. Continuing our explosive growth while continually striving to provide the best service in the industry is the secret of Emirates' success. The airline's business includes:

An award-winning international cargo division

A full-fledged destination management and leisure division

An airline IT developer.

DiscussionService Description and its Market Context:

The Service:

The System that is been chosen refers to the 'Flight Booking' of Emirates Airlines. This system deals with the reservation of flights, where the customer books the flight for travel and later on, manages it effectively. This system also provides the capability to the user to find hotels and rental cars for the entire trip and can also acquire United Arab Emirates (UAE) Visa Online depending on the country's nationality.

 The Marketplace

This service is addressing global market, where all the 80+ Emirates Airlines offices are connected together with over 66 Countries across six continents. (www.emirates.com) Operating in almost every country seems to be a huge task for Emirates Airlines to tackle with regulations; every country has its own regulatory constraints which are issued by Host Country's Civil Aviation Authorities. To deal with this problem Emirate Airlines' hires Regulatory Compliance Manager in United Arab Emirates who deals with this situation and when hiring, the applicant must have flight operations experience and 8+ years of regulatory experience. (www.ekgrpapplications.emirates.com)

Emirates has so far proved to be strong in terms of dealing with regulations of Civil Aviation, ...