Customer Management Strategy Research Of PH Airlines Guangzhou Branch

PH Airlines was established in 1941 and is the national airline of the Philippines.Its main hub is Ninoy Aquino International Airport in Manila.PH Airlines serves domestic and international flights in the world.In the Chinese mainland,it has opened regular flights to Beijing,Shanghai,Guangzhou,Xiamen,Jinjiang and Chengdu.In addition,it also has irregular charter flights in several cities.All PH Airlines plans and activities emphasize passenger satisfaction from the beginning to end,and have been rated as a four-star airline by Skytrax(International Air Transport Rating Organization).PH Airlines Guangzhou Manila opened a regular route in July 2013,since the route is fiercely competitive,PH Airlines has continued to experience low passenger occupancy rates since it was launched.This article starts from the perspective of customer management,combines the author's many years of front-line work experience and surveys and interviews with customers,to find out some weak links in the customer management of the company,and analyzes them to try to improve the company's customer management level and the company's competitiveness.This article first compares the advantages and disadvantages(SWOT)between PH Airlines and competitors,and then puts forward some shortcomings and reasons of PH Airlines in customer service,customer experience,and also other aspects.And through surveys on boarding passengers to learn about their characteristics,the determinants Influencing factors of ticket purchases,and more.Based on the above situation,from the perspectives of customer management,customer service,4Ps strategy,customer segmentation,etc,from the aspects of improving customer management,to retaining existing customers and attracting new customers,Put forward optimized plans and improvement suggestions for PH Airlines,hoping to improve the level of customer management and improve the customer experience and its occupancy rate.