Services Report Final
-
Upload
muneeb-iqbal -
Category
Documents
-
view
222 -
download
0
Transcript of Services Report Final
-
8/6/2019 Services Report Final
1/25
The analysis of the Airline Industry of
Pakistan
VS
Submitted by:
Muneeb Iqbal
MAriam Salim
Aasma Gul
Fahd Choudry
-
8/6/2019 Services Report Final
2/25
Table of Contents
INTRODUCTION ....................................................................................................................................... 3
BACKGROUND OF AIRLINE INDUSTRY IN PAKISTAN ............................. .............................. ....................... 3
OPEN SKIES POLICY .......................................................................................................................... 4
PRIVATE AIRLINES ............................................................................................................................ 4
PAKISTANS AVIATION POLICY .......................................................................................................... 4
CURRENT PAKISTAN SCENERIO ................................................................................................................ 5
PAKISTAN INTERNATIONAL AIRLINES ....................................................................................................... 7
AIRBLUE................................................................................................................................................... 8
CULTURE .......................................................................................................................................... 9
SEVEN CHARACTERISTICS OF ORGANIZATIONAL CULTURE ..................................................................... 10
COMPARISON: ............................................................................................................................... 10
COMPARISON WITH THE HELP OF OFFICIAL RATINGS AND CUSTOMER FEEDBACK ......................... 10
PIA Pakistan International Airlines official 3-Star Ranking of Product and Service Quality .... ............. 10
Customers point of view regarding the service of Air blue ............................. ....................... ................. 13
Average Ratings for Airblue www.airblue.com ............................................................................... 15
Domestic routes War: AirBlue growth beats PIA .................................................................................... 15
SWOT .................................................................................................................................................... 16
STRENGTHS .................................................................................................................................... 16
WEAKNESSES ................................................................................................................................. 17
C. OPPORTUNITIES ......................................................................................................................... 18
D. THREATS .................................................................................................................................... 19
SWOT PIA: ........................... ......................... ................................ ...................... ................................ .. 21
STRENGTHS .................................................................................................................................... 21
Weaknesses ................................................................................................................................... 22
Opportunities................................................................................................................................. 22
Threats .......................................................................................................................................... 23
Conclusion ............................................................................................................................................. 24
-
8/6/2019 Services Report Final
3/25
INTRODUCTION
While the coming together of satellite communication and information technology has made
mass communication affordable and efficient for many people, air travel continues to remain
an important and integral requirement of all societies since it is an essential part of present day
lifestyle. Though just about one hundred years old, the commercial airline industry has come a
long way towards providing efficient, comfortable and affordable means of travel and trade. It
has successfully shrunk the world into a global village.
BACKGROUND OF AIRLINEINDUSTRYIN PAKISTAN
Pakistan International Airlines Corporation (PIAC) was established in 1955 and was the only
airline of the country. Since its infancy it has enjoyed the active patronage of successive
governments. Its initial leadership was dynamic and committed. Consequently, the airline was
established on a sound professional footing. This can be gauged from the illustrious record of
the airline in the 1950s, 60s and the 70s. At one stage during those decades, PIA was
considered the most vibrant airline in the Asian region. The development of the airline alsocontributed significantly towards improvement of its human resources and ancillary or support
infrastructure. This human resource, as indeed that which was produced by the Pakistan Air
Force, was to become the backbone of the aviation industry in general, and the airline industry
of Pakistan in particular.
However, the commercial airline industry has experienced rapid change in its regulatory
environment worldwide. The winds of change began in the United States, with the introduction
of the Airline Deregulation Act of 1978 and spread to Europe and gradually to the rest of the
world. After operating under strict regulation for nearly forty years, the airlines were given
freedom to choose the routes they served, and to set the prices they charged. Up to the early
1980s the regulatory aspects of the aviation industry were still evolving and the level of
liberalization varied from country to country. Whereas most of the countries have moved
rapidly, Pakistan is still in transition. The policy with regard to deregulation remains clouded
with uncertainties and lack of clarity. As a result, various segments of the industry remain
completely confused.
In 1982 the Pakistan Civil Aviation Authority (CAA) was created as a regulatory body through an
act of parliament, at the behest of the International Civil Aviation Organization (ICAO), to
govern and align civil aviation activities in the country with ICAO recommended practices. The
newly created CAA faced severe resistance from various professional cadres of PIAC. As the CAA
started to move forward, and made efforts to seriously undertake its regulatory duties,
the resistance from the national carrier started to take an ugly shape. Neither the government
of the time, nor the leadership of PIA and CAA made any meaningful and
-
8/6/2019 Services Report Final
4/25
concerted effort to curb these unhealthy tendencies. This resulted in a gradual but certain
decline in standards in all areas of airline operations. It also led to professional compromises by
some CAA personnel. This situation was to become the main reason for the downgrading of
Pakistans CAA by ICAO a decade later.
OPEN
SKIE
S POLICY
In the early 1990s the government of Pakistan adopted an Open Skies Aviation Policy, and
signed a memorandum of understanding with a number of countries of the region and outside.
These exercises were undertaken in great haste without really understanding the implications
of Open Skies for Pakistans own carriers. PIA, which was at that time mainly dependent upon
domestic and ethnic passenger traffic, suddenly found itself competing with outside carriers at
home. The resultant chaos led to more confusion in the minds of unprofessional bureaucrats,
the regulatory authority and of course the national carrier. Each was looking myopically
through its own prism of interest, little realizing the negative impact of its actions, or inactions,
on the state of the civil aviation sector of Pakistan in general, and the airline industry in
particular.
PRIVATEAIRLINES
In line with global trends, and also as a consequence of our Open Skies policy, several local
airlines started to appear in the private sector during the 1990s. Most were set up with short-
term gains in view. They used old and inefficient equipment; lacked professional managements;
and they blatantly violated basic aviation standards and laws governing safety standards.
Sooner than later they also felt the heat of overt and sometimes covert competitive pressures
from PIA. Resultantly, several of these carriers lost money heavily and had to shut down
unceremoniously. Those that survived were nowhere close to the standards expected of decent
passenger carriers, with the exception of one or two. The reasons why PIA has managed to
survive, despite its under par and erratic performance, are: federal government patronage,
CAAs support to the national carrier, and a high average growth rate of passenger traffic of
around 8-10 percent per annum, to and from Pakistan, during the past 15 years.
PAKISTANS AVIATION POLICY
It must also be stated that Pakistans National Aviation Policy has been reviewed and revised
several times in bits and pieces, mostly by unprofessional bureaucrats and people with vested
agendas. It is now a moth-eaten document, which is perceived as protective and somewhat
tilted towards the national carrier. Nonetheless, neither the national carrier nor the airlines in
the private sector of Pakistan find the current aviation policy acceptable. This situation is a
major impediment in the orderly growth of the aviation industry in Pakistan. Lack of vision,
inability to use modern management tools and poor infrastructure, are some of the otherfactors responsible for this situation. In contrast, several smaller and lesser-developed
countries of the world, including a few in this region, have correctly envisioned and based their
national development plans on the back of their vibrant aviation sectors. Those who have
played their cards right, are reaping the fruits of their forward-looking policies. Others, like
Pakistan, which were unable to meet competitive demands, continue to be left behind. The
pace of growth in the region is now so rapid that within the next five years it would become
-
8/6/2019 Services Report Final
5/25
next to impossible to catch up with the market leaders simply because of high investment costs,
and lack of professional human resources.
The Pakistan aviation industry was started up when Orient Airways merged with Pakistan
International Airlines Corporation (PIAC) to become the national flag carrier of Pakistan called
Pakistan International Airlines (PIA). PIA remained the only operator for many years after itscreation, but soon private airlines arrived at the scene to compete with the national flag carrier
as conditions of the country stabilized.
It was not early nineties there was a major growth in the Pakistani aviation market with four
new private airlines launching operations. The airline did very well to compete with the well
established flag carrier, PIA which was controlled by the government. However, this was not to
last as the UN placed economic sanctions on Pakistan that caused the airline market to suffer. It
caused two of the four airlines to file for bankruptcy and liquidate their assets. The airline
industry remained quite stable with PIA developing a strong hold on the international and
domestic market for many years. It was not until the early 21st century that the industry
started to pick up again that allowed the entry of a new carrier in the market, Airblue which
launched operations with new state of the art aircraft. As of August 2007, the aviation market is
developing and allowing more services and facilities to be inaugurated as well as the
development of a brand new airport to be built for the capital at Fateh Jang.
CURRENT PAKISTAN SCENERIO
An unbiased analysis of the current aviation scene in Pakistan brings out the following harsh
facts:
y Pakistan is inadequately and poorly served by its own and foreign carriers both forpassenger and cargo carriage. Lack of meaningful incentives to the industry does not
allow quality carriers to develop in the country.
y Our government has yet to understand the importance of civil aviation as a drivingforce in the growth of a developing economy. This is despite several high profile
examples within our region.
y Pakistans tourism industry continues to remain stunted because of many reasons: thisbeing so despite the existence of many attractions similar to those found in India, where
tourists flock in hordes, several coming on repeat visits. Apart from the questionable law
and order situation, lack of adequate support infrastructure, archaic laws, hostility of asegment of our society towards foreigners, there is also a lack of confidence in our
international carriers in terms of value for money, reliability, etc.
y The airport infrastructure is inadequate to handle the growing number of travelers, andtonnage of cargo, expected to be processed through these airports in the next 5-10
years. Additionally, there is a long over-due requirement of upgrading technologies
-
8/6/2019 Services Report Final
6/25
existing at these airports. All this requires heavy expenditure, simply because little has
been done to update or upgrade these important facilities and operational equipment
on a regular basis.
y None of our airports is worthy of being called a world-class facility. Some are more likecrowded bus stations, and little else. Even security-related facilities at these airports arenot quite in line with global standards.
y None of our airports is capable of handling the new technology large aircraft such as theA-380, which is expected to start commercial flights in a couple of years. The passenger
handling facilities at the various terminals, as indeed the landing and parking spaces, are
also inadequate.
y All our civil airports are now in the middle of densely populated cities. Hazards forlanding and taking off aircraft are therefore on the rise. Bird hits are a common
phenomenon, resulting in frequent disruption of operations, inconvenience for the
traveling public, huge avoidable expenditures for the airlines, and most importantly, aserious safety concern for life and property. New airports need to be built away from
populated areas to service large passenger and cargo traffic in the coming years.
y The downstream industry in Pakistan, which is dependent for its survival on a thrivingaviation industry, also remains limited and weak. Investment in the hotel industry is
rather limited because of insignificant growth in tourism. Regular advisories against
travel to Pakistan by major governments do no good for this industry. Similarly, smaller
segments of the ancillary industries also continue to suffer heavily (transportation,
portage, catering, ground handling, etc).
yA vibrant airline industry plays a pivotal role in projecting a country, and improving itsglobal market image. Not so in Pakistan for reasons explained earlier. Our carriers,
airports, the personnel involved in public dealing within this industry, apart from the
retail outlets, hotels, restaurants, and transporters, etc., have all to play a part in this
important ongoing exercise. Of course, nothing can manifest itself on the ground unless
the government of the day ensures implementation and coordination of laws and
activities considered essential to achieve positive results in this regard.
y The national carrier has a long way to go in improving its service, image, and mostimportantly, its profitability. The government currently absorbs PIAs heavy losses on a
regular basis, apart from blessing it with concessions, some of which are not available toother airlines. Resultantly, PIA continues to monopolize the domestic market.
y No Pakistani carrier has made any significant contribution towards developing a decentcargo airline, or even bothered to undertake regular flights dedicated to carriage of
ever-increasing exportable goods and reciprocal cargo. As a result, foreign carriers are
the major beneficiaries of this business.
-
8/6/2019 Services Report Final
7/25
-
8/6/2019 Services Report Final
8/25
AIRB
LUE
VISION OF AIRBLUE
To provide exceptional customer service at low prices
Established in 2003, Airblue is a private airline which offers passenger and cargo
transportation to both domestic and foreign destinations. There are nine destinations of
Airblue. It is credited as the first private carrier of Pakistan to operate the Airbus A320and
introduce e-ticketing, wireless check-in and self check-in kiosk facilities. The major
departments include: Human Resource, Marketing, Sales, Finance, Operations and SystemsSupport and IT.
The size of the organization is not as huge as PIA and mostly comprises of young employees. It
is the first airline to have employees trained according to international standards. It is
technologically advanced though the size of the fleet is not comparable to that of PIA. The
fleet size of Airblue is eight.
The organogram of the organization follows. It shows that the employees report to their
divisional heads that in turn are answerable to the Chief Executive Officer, catering to a nichemarket of corporate clients and the favorably rich, the aviation industry in Pakistan is invariably at the
cross roads of its life; having opportunities to jump on into as well as challenges that had to be taken
into account if any sustainable growth is to be expected.
The outcome of the open skies policy initiated by the government in 1992, the aviation
industry has come a long way in making a place for itself and needless to say is still in the
process of adjusting itself to the new realities and demands.
Airblue is fast becoming an airline of choice for the Pakistanis. Though PIA, the official airline is
still the premier one, but Airblue is rapidly gaining the ground. Though Airblue is not the best,
-
8/6/2019 Services Report Final
9/25
its not the worst either. The good thing about them is that they are seemingly committed to
enhance their stature and are on continuous improvement path. It is for the first time in the
history of Pakistan that last year Airblue had placed orders for the purchase of ten new air
crafts amounting to one billion dollars and delivery of these aero planes will start in 2009 so
that a process of phase in and phase out of aircraft will begin in the Airblue.
Airblue has started flights for Manchester and they are soon to start operations for Jordan,
Kuwait and Scandinavian countries after they get the permission. Airblues fleet of next
generation Airbus A320 and A321 aircraft began offering world-class travel to many cities
within Pakistan with better facilities than the other carriers. Their domestic share is on rapid
rise and it has grown with each passing day and number of domestic flights has increased from
12 to 28 flights daily.
The credit also goes to Airblue for introducing latest technology and E-ticketing service in the
airline industry of Pakistan thus making all its offices paperless with the optimum utilization of
technology. Due to the carriers like Airblue, the air travel is no more a luxury now, as more
people prefer time and safety than money. Nobody wants to get looted on the roads, or got
blown up in bomb blasts in train or trains in Pakistan have got a habit of derailing and colliding
with sister trains.
If Airblue keeps the improvement flowing in their business, they are sure to spearhead the air
travel in Pakistan, and they should also facilitate the healthy competition and their approach
should always be passenger-oriented. Otherwise, we already have PIA to bear.
CULTURE
The distinguished culture is determined by the vision and values communicated throughout
the structure and amongst people. Since Pakistan International Airlines is bureaucraticorganization, so the culture is similar to that of any government organization. On the contrary,
Air blue is a privately held company and has an open-organization culture. The culture
determines the type of leadership, communication and group dynamics within the
organization. The workers perceive this as the quality of work life which directs their degree of
motivation. The final outcome is performance, individual satisfaction, and personal growth and
development.
-
8/6/2019 Services Report Final
10/25
SEVEN CHARACTERISTICS OF ORGANIZATIONAL CULTURE
COMPARISON:
The results show that PIA focuses more on the goal rather than means to achieve it while
Airblue does the opposite. Therefore, employees are highly valued in Airblue. The
characteristics and values form the organizational structure which determines the behavior of
employees and the effectiveness of the organization
COMPARISON WITH THE HELP OF OFFICIAL RATINGS AND CUSTOMER FEEDBACK
PIA Pakistan International Airlines official 3-Star Ranking of Product and Service Quality
GENERAL RATINGS : PIA Pakistan International Airlines
Web Site : Ease of Use Age of Aircraft in Fleet
Web Site : Product
information Cabin Safety standards
Web Site : Online Check-In Cockpit Communications
Handling Delays/Cancellations Airline Onboard Magazine
Staff Grooming & Presentation
Assisting Families &
Children
BUSINESS CLASS : PIA Pakistan International Airlines
AIRPORT RATINGS : Karachi AirportCheck-In Services Arrival Assistance
Transfer Services Arrival Lounges n/a
Priority Boarding Baggage Delivery
BUSINESS CLASS LOUNGE : Karachi Airport
Lounge comfort, space Staff : Service Efficiency
Washroom, shower facilities Staff : Enthusiasm, Attitude
Dining options / Food Quality Staff : Problem Solving
Internet / WiFi options Staff : Language Skills
LONG HAUL
ONBOARD PRODUCT CABIN STAFF SERVICE
Seat Comfort Service Efficiency
Comfort : Blankets, Pillows Enthusiasm, Attitude
-
8/6/2019 Services Report Final
11/25
Inflight Entertainment Interaction with PAX
Washroom Cleanliness Cabin Presence thru Flight
Cabin Cleanliness / Condition Responding to Requests
Quality of Meals served Language Skills
Dine-on-Demand efficiency Consistency amongst Staff
Newspapers & Magazines Personalisation of Service
SHORT HAUL / REGIONAL
ONBOARD PRODUCT CABIN STAFF SERVICE
Seat Comfort Service Efficiency
Comfort : Blankets, Pillows Enthusiasm, Attitude
Inflight Entertainment Interaction with PAX
Washroom Cleanliness Cabin Presence thru Flight
Quality of Meals served Responding to Requests
Newspapers & Magazines Language Skills
Cabin Cleanliness Consistency amongst Staff
ECONOMY PLUS : PIA Pakistan International Airlines
AIRPORT RATINGS : Karachi Airport
Check-In Services Arrival Assistance
Transfer Services Arrival Lounges n/a
Priority Boarding Baggage Delivery
LONG HAUL
ONBOARD PRODUCT CABIN STAFF SERVICE
Seat Comfort Service Efficiency
Comfort : Blankets, Pillows Enthusiasm, Attitude
Inflight Entertainment Interaction with PAX
Washroom Cleanliness Cabin Presence thru Flight
Cabin Cleanliness /
Condition Responding to Requests
Quality of Meals served Language Skills
Dine-on-Demand efficiency Consistency amongst Staff
Newspapers & Magazines Personalisation of Service
-
8/6/2019 Services Report Final
12/25
ECONOMY CLASS : PIA Pakistan International Airlines
AIRPORT RATINGS : Karachi Airport
Check-In Services Arrival AssistanceTransfer Services Baggage Delivery
LONG HAUL
ONBOARD PRODUCT CABIN STAFF SERVICE
Seat Comfort Service Efficiency
Comfort : Blankets, Pillows Enthusiasm, Attitude
Inflight Entertainment Interaction with PAX
Washroom Cleanliness Cabin Presence thru Flight
Cabin Cleanliness /
Condition Responding to Requests
Quality of Meals served Language Skills
Quantity of Food served Consistency amongst Staff
Newspapers Personalisation of Service n/a
SHORT HAUL / REGIONAL
ONBOARD PRODUCT CABIN STAFF SERVICE
Seat Comfort Service Efficiency
Comfort : Blankets, Pillows Enthusiasm, Attitude
Inflight Entertainment Interaction with PAX
Washroom Cleanliness Cabin Presence thru Flight
Cabin Cleanliness /
Condition Responding to Requests
Quality of Meals served Language Skills
Quantity of Food served Consistency amongst Staff
-
8/6/2019 Services Report Final
13/25
Customers point of view regarding the service ofAir blue
AIR BLUE review : by N Ahmed
Customer Rating :
1/5
I flew Air Blue for the first (and last) time. My flight from Islamabad to Dubai was late by
3 hours. The worst part was the attitude of the ground staff which was very rude and
discourteous. Whenever they were requested for any information about the reasons of
delaying, they will not give any proper answer and instead of showing any empathy
towards passengers , they were rude and showing attitude. One lady among the ground
staff even started passing nasty remarks and made fun of the waiting passengers. I have
made up my mind not to travel by Air Blue again and I advise all those who read these
comments that go for the better choices available.
AIR BLUE review : by H Janes
Customer Rating :
2/5Heathrow to Islamabad return. The worst travel experience I have ever had. Flight
delayed by 11 hours outbound and 2 hours on return. On both occasions no information
was given and staff repeatedly told us "15 minutes" and that there were "problems with
the plane" (not what any one wants to hear just before take off!). Staff were uniformly
rude and unhelpful and there was no in flight entertainment at all - even the route
screens were out of order. I will not be using air blue again.
Air Blue review - by D Knight
Customer Trip Rating :
LHE - DXB last week - boarding was a bit of an issue with a mini bus trying to ferry
everybody to the stand, but apart from that happy with service and will use again. Far
from the worst budget airline I have used
Air Blue review - by Saiqa Liaqat
Customer Trip Rating : n/a
Manchester to Islamabad in Business class. The check in has got to be the worst I have
experienced. They had three desks open, where 1 was meant to be for business class
customers. Passengers were so frustrated with the unacceptably long delays that they
were using all three desks. It took us 1.5 hours waiting in the shorter business class
queue to check in. The check in personnel were surly, tired and clueless. Despite the factwe had paid for business class seats he gave us economy tags for hand luggage and
check in baggage - (priority tags were added to all checked in baggage). He did not direct
us to any lounges or fast track and when questioned said they all closed at 7.30 pm and
therefore he thought it best we go to the gate. The flight left at 11pm, after demanding
some food or refreshments they started serving us in business class at 2am! Each
passenger was served one at a time. Once the first passenger had been served each
course and had finished each course and then coffee did she move onto the next
-
8/6/2019 Services Report Final
14/25
passenger. At 3am we finally got served. We were stopped by the flight attendant from
using the toilets as they were for business class customers (remember she had served us
a meal not too long earlier). I wonder if Air Blue train their personnel? We had to
disembark for the re fuel in Turkey (this took an hour). At Islamabad despite having
priority tags on our luggage all business class passengers were left waiting until the end.
All of the economy passengers had left the airport before our luggage came through.Maybe priority in Air Blue language means send it out last? If you like us were concerned
about the service from PIA and were looking for better value for money, convenient
flight times and good service and therefore are thinking of Air Blue - DON'T. Air Blue
have got to be the worst airline I have ever flown. The service is appalling; the staff are
rude and should not be in employment. I recognise that Air Blue offer discounts, these
do not compensate you for the poor service, long delays and problems at both airports.
Air Blue review - by Zeeshan Shah
I flew on Air Blue for the first time during my recent trip to Pakistan from Karachi to
Islamabad, and then from Lahore to Karachi. Overall I had a pleasant experience as the
flights departed and arrived on time, the food was reasonable, and purchasing tickets
online was a breeze (as compared to PIA). I especially liked the service in the terminal
before I checked in as you are welcomed and directed to the counter you need to check
in at. The only complaints I had was the silly inflight entertainment which was being
shown as I would preferred seeing information with regards to the flight (location,
speed, time to distance, etc.), and the service in Business Class was quite similar to that
of PIA.
Air Blue review - by Kurt Mueller
Meal tasty and very nicely presented (real china!). Mobile phones already in use during final
approach. Flight on time and baggage on conveyor within a few minutes of arrival.
Air Blue review - by Omar Hassan
KHI to ISB on Airblue, on AB 204 21st Aug. The check in was a breeze due to the new
electronic check in system they have introduced. The plane was a brand new A-320, with
beautiful furnishing in blue decor. The flight attendents were all female and were fresh
young faces compared to the PIA crew I was used to before. A full meal was served in
custom made crockery, which is unheard of else where specially in economy. Flight leftkarachi on the dot and landed on schedule.
-
8/6/2019 Services Report Final
15/25
Average Ratings for Airblue www.airblue.com
y Flight on time?y Customer servicey Comfort on flighty Quality of Entertainmenty Quality of foody Value for Moneyy Overall rating
Domestic routes War:AirBlue growth beats PIA
The number of domestic passengers who preferred travelling in private airline Airblue has
grown whereas the national flag carrier Pakistan International Airlines (PIA) is losing itspopularity, data compiled by the Civil Aviation Authority (CAA) revealed.
According to provisional aviation statistics for the year 2006-07, Airblue carried 1.4 million
passengers in 2006-07, up around 7.7 per cent from previous years 1.3 million it carried
between different cities of Pakistan. The PIA, faced with accumulated losses of more than Rs35
billion, lost domestic market share by 5.7 per cent as it carried five million passengers
compared to 5.3 million during the period under review. Airblue has capitalised on Aero Asia
clientele, said an industry official. Airblue, which started with only 22,320 passengers in 2003-
04, carried 1.4 million passengers in the last fiscal year.
Besides, PIA has suffered from a very bad punctuality record in the last couple of years. This
irregularity and financial woes of PIA have also worked to the advantage of Airblue. The private
carrier has also emerged as a leader in introducing innovation in the aviation industry of the
country. It brought the self check-in facility at its Karachis hub of Jinnah International Airport
whereby passengers with baggage obtain a boarding card through the touch screen menu
without needing to report to the counter.
The concept of booking-first-to-get-the-lowest-fare has also contributed to advance of Airblue
in gaining the market share. PIA is now following the suit and has adopted the same strategy.
Airblue with its six A320 and A321 aircraft was also able to ride the tide of rising fuel cost,
which bankrupted many airlines across the world.
On the international front, PIA carried 3.59 million passengers in 2006-07 & Airblue 237,170.
Except for the flag carrier, the two domestic airlines have registered growth in previous year.
-
8/6/2019 Services Report Final
16/25
Above are the official ratings as well as feedback regarding PIA and AirBlue. But through our
personal findings, we can compare and rate both as below:
Attributes PIA AirBlue
Destinations 5 6
Punctuality 5 6Quality Food 5 6
Customer Service 6 5
Economical 5 5
Technological Advancements 5 5
Services 5 5
Corporate Image 6 3
Total Points 43 40
SWOT
STRENGTHS
1. LEADING MARKET POSITION
AirBlue is one of Pakistans leading air carrier, with more than 800 daily flightsto 8 destinations.
Around 100,000 passengers a month fly on AirBlue, making itone of the major operators in thedomestic market in terms of passengerkilometers. Its revenue growth was driven by stronger
yields per passenger, up2.8 percent year-on-year.
Its strong market position is driven by consistently low fares as well asreliable
service, frequent and convenient flights, use of new technologies like e-ticketing
and self check-in terminals, comfortable cabins and superior customer service.
2. BRAND RECOGNITION
AirBlue has high brand recall. It is recognized by travelers all over the country.
AirBlue commenced operations in 2004, and reached the milestone of serving
one million customers within two years. AirBlue earned the number one ranking in customersatisfaction for 2005, based on least number of complaints per passenger carried as reported to
the CivilAviation Authority (CAA). This strong market position gives the company a
scaleadvantage and helps it strengthen its brand image.
3. SUPERIOR OPERATING STRUCTURE
AirBlue has maintained its position as the low cost carrier for the last two years.
It has one of the lowest operating cost structures, being first in the Pakistani
-
8/6/2019 Services Report Final
17/25
market to use the latest technology. AirBlue has continually achieved high asset utilization and
employee efficiency.Superior operating structure serves as the primary competitive advantage
of AirBlue
NETWORK PRESENCE
AirBlue enjoys a strong network in key domestic and international destinations.The companysnetwork includes three the major airports in Pakistan, as well asmajor international airport such
as Dubai International Airport. Having a strongnetwork means that AirBlue can generate traffic
feed for both its domestic and
international flights.
5. HUB AIRPORT AT KARACHI
AirBlue operates from its hub in Jinnah International Airport, Karachi. Jinnah
International is one of the worlds busiest airports in terms of number of
passengers carried. It is also one of the largest international gateways to Asia. It
is also the leading international air passenger (and cargo) gateway to Pakistan.The companys
strong presences in airports with heaviest traffic levels in Pakistangive it a competitive
advantage.
6. EFFICIENT USE OF TECHNOLOGY
AirBlue has successfully incorporated latest technology in all its systems, giving it an edge over
competitors.It was the first carrier in Pakistan to incorporate the e-ticketing system and the
second in SouthAsia to introduce self check in systems at the Jinnah International
Airport,Karachi. It also has an efficient intranet called AirBlue EDNET that helps itsuccessfully
maintain a paperless environment, providing managers and employees real time access to
information. It has also vertically integrated the intranet incorporating major strategic partners
such as American Express
WEAKNESSES
1. HIGH DEPENDENCE ON PASSENGER REVENUES
Passenger revenues accounted for 78 percent of the AirBlues total revenue in
2005. Cargo services allow airlines to generate additional revenues from existing
passenger flights. In addition, cargo revenues are usually counter cyclical to
passenger revenues and have lower demand elasticity than passenger business,
which allows airlines to pass on fuel price hikes to customers.
2. DEBT
AirBlue has a significant amount of debt. It has short term financing of Rs. 254
million. Current and future debts could have important consequences for stakeholders of the
company. For example, debt could impair AirBlues ability to make investments and obtain
additional financing for working capital, capital expenditures, acquisitions or general corporate
or other purposes. Debts could also put AirBlue at a competitive disadvantage to
competitors that have lesser debt and could also increase the companys vulnerability to
interest rate
-
8/6/2019 Services Report Final
18/25
increases.
RELIANCE ON OIL PRICES
AirBlues sustainability, growth and revenues directly depend on oil prices. A
steep rise in oil prices can seriously damage the long term viability of any airline.
Recently many airlines around the world went bankrupt due to rising oil prices.Airlines need tohedge against this risk by taking proper measures. In case ofAirBlue, fuel prices also had an
impact as fuel cost increased from Rs. 519
million to Rs 1,475 million.
C. OPPORTUNITIES
1. ROUTE AND FLEET EXPANSION
AirBlue is planning to include more domestic and international destinations in its
network in 2005. Expansion plans are already in the pipeline with permission to start flights to
Manchester awaiting clearance whilst an application to start flights to Jordan has been
submitted. Other destinations included in their long
term plans include further cities in the UK and USA, India and Saudi Arabia.Route and fleet
expansion will positively impact the companys operations by increasing revenues and
expanding its network.
2. GROWING DEMAND FOR LOW COST AIRLINES
The growing demand for air travel is driven by lower fares and consumer
confidence. A survey by International Aviation Authority showed that ticket price
is the number one criterion for passengers when selecting a flight, well ahead of
the availability of a non-stop service.
3. EXPANSION OFFREIGHT BUSINESS
Though a late starter, AirBlues cargo revenue is developing. Cargo revenue
showed an increase of 32 percent, as it touched Rs. 41 million this year up fromRs. 31 million.
The current growth in AirBlues freight segment is aided by recentintroduction of scanning
technology, which meets the requirements privatecourier service providers operating in
Pakistan. Equipped with the right
technology, AirBlue is now in a position to cash in on increasing demand forreight and reduce
its business risk by reducing dependence on passenger traffic.
4. CUSTOMER LO YALTY
AirBlues frequent flyer and loyalty programs can help it retain customers.
AirBlues BlueMiles (frequent flyer program) was established to develop
passenger loyalty by offering awards and services to frequent travelers. Such schemes
encourage repeat travel on AirBlue, as passengers seek to accrue the benefits given to regular
-
8/6/2019 Services Report Final
19/25
travelers. This enables the airline to retain customers and reduce costs, as it does not have to
spend money targeting new customers to replace those lost to other airlines.
5. SHIFTING CUSTOMER NEEDS
The needs of air passengers are increasingly changing, as they are becoming
more and more price sensitive. The effect of this has been that traditional airlinessuch as PIA have struggled, while low-cost airlines such as AirBlue have
experienced significant growth despite a turbulent industry, especially in the
short haul market in Pakistan. If AirBlue succeeds in making its prices more
competitive, then the company will be able to gain significant market share.
6. FURTHER ALLIANCES
AirBlue has entered in a number of bilateral and multilateral alliances with other
airlinese.g. with JS Air to enhance its market reach and serving customers onremote
destinations not covered by their own flights. Such collaborative marketing arrangements
typically include one or more of the following features:joint frequent flyer participation; code
sharing of flight operations (whereby one carriers flights can be marketed under the two-letter
airline designator code of another carrier); coordination of reservations, baggage handling and
flight schedules; and other resource-sharing activities.
AirBlue should attempt to expand the its alliances with other airlines to increaseits coverage
even further by participating in more markets worldwide that it doesnot serve directly.
7. INDUSTRY RECOVERY
Market analysts believe that the global airline industry will experience an upturn
in fortunes over the next few years. This represents an opportunity for AirBlue, asit could
generate increased revenues and command market share if it capitalizeson increases indemand
D. THREATS
1. HIGH INTEREST RATES
The past few years have seen State Bank of Pakistan impose high as well as lowinterest rates to
check inflation and the over heating of Pakistani economy.Inflation in Pakistan may see another
raise in the short-term. According toInternational Monetary Funds World Economic Outlook
2006, the Pakistan real
GDP growth could fall from 6.5 percent in 2005 to 5.5 percent in 2006. This
could depress consumer spending and offset some of the positive trends for
AirBlue, in Pakistan. The US and Eurozone are expected to be the key markets
for AirBlue in the near future. A slowdown in the US and Eurozone economies
could lead to reduced demand from corporate travelers.
2. ACCIDENTS
-
8/6/2019 Services Report Final
20/25
Though AirBlue did not suffer any accident in past. It has to continuously ensure
utmost safety and security of its passengers. Accidents can adversely affect
customer confidence in AirBlue and result in declined revenuesintensif yi ng
competition.
3. STRONG COMPETITION
AirBlue is now competing against more credible low cost carriers such asShaheen Airline, AeroAsia and PIA Express. PIA remains AirBlues strongest
competitor because of the huge market it has gained over time, strong brand
image and customer loyalty.
AirBlue also faces competition from PIAs new low-fares subsidiary, PIA Express.
Moreover, major legacy airlines have been focusing on restructuring costs, which
has improved their competitiveness. With costs restructured, the legacy airlines
are becoming more formidable competitors in terms of increasing capacity,
matching prices and leveraging their frequent flier programs. Increasing
competition could adversely affect the companys margins
4. INTEREST, FOREIGN CURRENCY EXCHANGE RATES
Fluctuating foreign currency exchange rates can have a significant impact on
AirBlues earnings. For example, as AirBlue is planning to expand its services to
the UK. As a result, AirBlue can experience negative or positive effects arising
from exchange rate movements. Strengthening of foreign currencies against the
British Pound will positively impact AirBlue and vice versa
5. DECLINE IN AIRLINE INDUSTRY
A number of factors have caused the current decline in the airline industry. For
example, the threat of further terrorist attacks since September 11 and a fall in
the number of business travelers have both caused passenger numbers to fall.These and other factors may continue to affect demand for air travel in the future,
which will affect revenues of AirBlue. For example, global problems such as an
increased threat of terrorism in response to the coalitions war on terrorism couldhave an
adverse effect on AirBlue. The threat of terrorism may discourage peoplefrom traveling by air
and could espeically reduce the number of passengers
traveling on international flights.
PEST ANALYSIS
The macro-environment includes all factors influencing a company that are not within its
control. These include political social, economic and technologicalfactors. These are known as
PEST factors. A technique of analysis of the macroenvironment is PEST analysis. Environmentalanalysis should be continuous and precede all aspects of planning. Since the airline industry is
very much influenced by changes taking place in the environment and has undergone rapid and
dramatic changes during the last decade, this analysis is especially important for AirBlue
-
8/6/2019 Services Report Final
21/25
SWOT PIA:
STRENGTHS
Leading Market Position
PIA is one of Pakistans leading air carrier with more than 800 flights daily. Around
150,000 passengers a month fly on PIA making it one of the major operators in the
domestic market in terms of passenger kilometers. PIAs international market share is
43.5% whereas in the domestic market it is 69.4%.
Its consistently low fares as well as reliable services, frequent and convenient flights, use
of new technology like e-ticketing and self check-in terminals, comfortable cabins and
superior customer service are the major drivers of its strong market position.
Brand Recognition
PIA has a high brand recall. PIA is a national airline, operating passenger and cargo
services covering eighty-two domestic and foreign locations. PIA has earned number
one ranking in customer satisfaction. This strong market position gives company a scale
advantage and help it strengthen its brand image.
Superior Operating Structure
PIA has maintained its position as a low cost carrier. It has been first class Pakistani
airline to use the latest technology. Factors contributing consists of different series of
Boeing and Airbus and an efficient, high utilization point-to-point route structure. Flyingone type of aircraft significantly signifies scheduling, maintaining, flight operations and
training activities. PIA has continually achieved high asset utilization and employee
efficiency. Superior operating structure serves as a primary competitive advantage of
PIA.
Network Presence
PIA enjoys a strong netwok in domestic and international locations. The netwoek
includes 3 major airports in Pakistan, as well as major International airport such as
Dubai International airport. Having a strong network means that it can generate traffic
feed for both its domestic and international flights.
Hub airport at Karachi
PIA operates its hub airport from Jinnah International airport which is the busiest airport
in terms of passengers carried. It is also one of the largest gateways to Asia. The
companys strong presence in airports with heaviest traffic levels in Pakistan gives PIA a
competitive edge.
-
8/6/2019 Services Report Final
22/25
Effective use of Technology
PIA has successfully incorporated latest technology in all its systems giving it an edge
over its competitors. It was the second carrier in Pakistan to incorporate e-ticketing
system in second in South Asia to introduce self check-in system at Jinnah International
Airport Karachi.
Weaknesses
Formulation of Govt. Rules
The basic flaw of this organization is it consolidation that is its Centralized system. The
key policies, strategies and set of rules are designed by the upper management. The
centralized system is one of the biggest obstacles of long term success of PIA. PIA
centralized structure leads to battle between different level of management, desired
motivation, hard access of information.
High dependence on passenger revenue
Passenger revenue accounted for 87% of PIAs revenue in 2007. Cargo revenues are
generally counter cyclical to passenger revenues and have lower demand elasticity than
passenger business, which allows airlines to transfer fuel hikes to the customers.
Debt
PIA has significant amount of 42 billion debt. Current and future debts could be an
important consequence for the company e.g debt could impair PIAs ability to make
investments and obtain additional financing for working capital, capital expenditures,
acquisitions or general corporate or other purposes. Debt also puts PIA at a competitive
disadvantage to competitors with lesser debt and cou;d increase companys vunerabilityto interest rate rises.
Reliance on oil prices
PIAs sustainability, growth and revenues directly depend on oil prices. A steep rise in oil
prices can seriously damage long term viability of any airline. Recently many airlines
around the world went bankrupt due to rising oil prices. Airlines need to hedge against
this risk by taking proper measures.
Opportunities
Having the maximum route and fleet
PIA is having maximum route and fleet domestic and international destination network
in Pakistan as compared to its competitors. Route and fleet expansions will positively
impact the companys operations by increasing revenues.
Growing demand for low cost airline
-
8/6/2019 Services Report Final
23/25
Growing demand for air travel is driven by low fares and consumer confidence. A survey
by International Aviation Authority showed that ticket price is the number one criterion
for passengers when selecting flight
Customer LoyaltyPIAs frequent flyer and loyalty programs can help it retain customers. PIAs award +
(frequent flyer program) was established to develop passenger loyalty by offering
awards and services to frequent travelers. This enables airline to reduce costs and retain
customers as it will not have to spend money on targeting new clients.
Shifting customer needs
The needs of passengers are constantly changing and are increasingly becoming price
sensitive. If PIA succeeds in making its price more competitive then company will be
able to gain market share
Industry Recovery
Market analysts believe that global airline industry will experience an upturn in fortunes
over the next few years. This represents an opportunity for PIA as it could generate
increased revenues and command market share if it capitalizes on increase in demand.
Threats
High interest rates
The past few years has seen State Bank of Pakistan impose high and low interest rates to
check inflation and the overheating of Pakistans economy. Inflation in Pakistan may seeanother rise in the short-term.
Accidents
There have been a couple of reported accidents by PIA causing a number of fatilities as
well.
Strong competition by AirBlue
AirBlue has evolved as PIAs largest competitor due to the huge market it has gained
over time, strong brand image and customer loyalty. PIA has started new low fares
subsidiary PIA Express to stop Airblue market share from growing too fast. Moreover
major legacy airlines have focusing on restructuring costs which has improved their
competiveness.
Interest and foreign currency exchange rates
Fluctuating foreign currency exchange rates have a significant impact on PIAs Earnings.
Strengthening of foreign currencies against British Pound will positively impact PIA and
vise versa.
-
8/6/2019 Services Report Final
24/25
Decline in airline industry
A number of factors have caused the decline in airline industry such as the September
11 incident and a fall in number of business travelers has caused passenger number to
fall. These and other factors may continue to effect demand of air travel in the future
which effects the revenues of PIA. The threat of terrorism reduces the number of peopletravelling by air.
Conclusion
Pakistan has achieved some political stability in the recent times. If the PIAs
management believes that the present government will perform well then there could
be an increase in investments in the form of purchase of airplanes and latest
technology. PIA has a competitive advantage over its competitors because of its newly
acquired improved long distance aircrafts for Boeing which are fuel efficient and cover a
longer distance. The cost advantage is also a barrier to entry for new firms. The social
trend is also changing locally due to general public being more educated and pursuing
professional goals. Hajj also attracts a huge number of customers. There are also major
technological changes taking place in the industry. But PIA has had the lead when it
comes to technological innovations.
-
8/6/2019 Services Report Final
25/25