The Initial Study of Problem-Solving in Customer Services in the Airlines’ Sector

Abstract: Problem-solving is considered to be one of the important factors affecting and creating competitive advantages for customer services in the Airlines’ Sector. Services in the airline industry refer to the system of air transportation of people and goods. However, airline companies need to pay more attention to adapt to the new business conditions if they want to maintain their market share. Consequently, airline companies switch their attention to customer complaints rather than focusing only on service price. Customer complaints means dealing with several issues associated with the creation of customer satisfaction. This could be improved by introducing a simple, formal and informative problem-solving approach; prevent re-occurring problems and support decision making by creating a useful knowledge environment. This paper aims to explore the current practices of problem-solving in customer services in the airlines’ sector. This will lead to a better understand of the urgent need to customise a problem-solving approach based on A3 Thinking.