EVA AIR is the famous Taiwanese airline ranked as the World’s Top Ten Best Airlines in SKYTRAX’s 2015 World Airline Awards. EVA Air is currently serving 65 destinations over four continents, except Africa, with 67 aircraft and is still steadily expanding its operation network and fleet. Basically, in Bangkok Station, EVA AIR normally operates approximately 4 – 5 flights a day from Bangkok to different destinations according flight schedules, which are Amsterdam, London Taipei, and Vienna.
As a part of ground passenger services, in part of lounge management, during I had worked for 4 months, the airline faced with unexpected situations in terms of unpredictable natural disaster and unruly passenger behavior affecting the airline image and service quality standard. Therefore, it is crucial that airline staff need to figure out in the right ways in order to maintain a high level of passenger satisfaction.
For this reason, I would like to present a few case studies of unpredictable and unusual situations handled by lounge staff based on airline policies and safety management. In addition, I also try to develop some ideas that might be useful to raise safety standard and concerns for both airline staff and air passengers.