Analysis of the Operations of the Slovenian National Air Carrier and Consumer Satisfaction

In recent times, many airlines have been struggling with liquidity problems, making the survival of some only a matter of time. Due to increasing competition in the market, it is crucial that passengers are satisfied with the carrier and the services it provides. Data obtained from the survey questionnaire led to the conclusion that passengers are satisfied with the services of Adria Airways and its employees. What significantly distinguishes Adria Airways from low-cost carriers are precisely the ** employees**.

Problem

In recent times, many airlines have been struggling with liquidity problems, making the survival of some only a matter of time. Due to increasing competition in the market, it is crucial that passengers are satisfied with the carrier and the services it provides. An unknown Japanese businessman stated that the goal is not only to satisfy the customer, but to delight them. The Slovenian national air carrier is also aware of this.

One of the basic objectives of Adria Airways is to strengthen its position in the market as a regional European carrier with an individual approach, flexibility and a special, attentive approach of all employees towards passengers. They actively communicate with passengers and strive to meet their needs and wishes, thereby strengthening and further increasing their loyalty. A new era of Adria Airways operations began with the new chairman of the management board.

They place enormous importance on fleet restructuring, which means that the appropriate aircraft will fly on the appropriate route. Currently, the company owns aircraft with forty-eight, fifty and one hundred and twenty seats. For commercial purposes, they ** lease out** several of their aircraft together with crew (previously in Libya, now in Morocco).

In this way, it will be possible to overcome some of Adria Airways' difficulties, as there will be greater savings. A positive point in the company is that they have a clearly defined mission, vision and strategy, and that every individual in the company is familiar with this. Above all, they ensure good communication and a good flow of information amongst employees.

This approach simultaneously encourages and stimulates sales, which is why it is important that employees identify with the strategy and are familiar with the company's mission and vision.

Results

Data obtained from the survey questionnaire led to the conclusion that passengers are satisfied with the services of Adria Airways and its employees. What significantly distinguishes Adria Airways from low-cost carriers are precisely the ** employees**. Regardless of the fact that Adria Airways no longer has a single office in Slovenia, there is still the possibility for passengers to come into contact with employees (office at Ljubljana Airport, call centre).

The company is (once again) aware of the value that employees represent, which is why in 2012 they also organised a workshop for all employees who come into contact with passengers (at the airport, on the aircraft, in the call centre, during complaints). The purpose of the workshop was to satisfy consumers and users of their services, in a friendly and efficient manner in all areas, and how to react in stressful situations. We are pleased to say at the conclusion of this diploma thesis that the company has decided to take a step towards the passenger.

For this purpose, survey questionnaires were distributed on all flights, which are extremely similar to the questionnaire from this diploma thesis. It appears that Adria Airways is in some way awakening again. "We are people," is one of the company's new slogans, which tells us that it strives for passenger satisfaction, whilst also striving for the satisfaction of employees who remained with Adria Airways after the restructuring.