A Practical Guide to Airline Customer Service: From Airline Operations to Passenger Services

Colin C. Law

Nis 2018 · BrownWalker Press

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A Practical Guide to Airline Customer Service is a textbook written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. A Practical Guide to Airline Customer Service is a must-read for those who seek a rewarding career in the airline industry.

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Colin C. Law is Assistant Professor of Airline Business Management at Stamford International University, Thailand. Prior to joining academia, he has worked in the customer service, reservation and finance departments of a major international carrier for nearly a decade. This extensive experience in customer service and airline operations has enabled him to develop multiple airline courses for the tertiary education sector, and provide working professionals with useful insight into the airline industry. Colin is also the author of numerous textbooks on airline airport operations, and co-author of Introduction to Airline Ground Service.