Scenario 3 – a budget airline aiming to improve its customer satisfaction. You work in the Customer Services Department of Hurrah Airlines, a budget airline company based
at JFK Airport, New York. Read the background information here, and the messages received from passengers. Write a report for the Director of Customer Services in which you explain the problems that customers have experienced and make recommendations for improving the service. You should reference suitable sources of information on the importance of good customer service, and literature on similar examples of customer service problems in the airline sector.
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