Summarize Current Customer Service in Airline Industry

 Objective: As a marketer for a major airline, your company is facing difficulties providing acceptable service to the passengers and needs to find a way to emphasize the positive features of your airlines service. Using the five variables of service quality( tangibles, reliability, responsiveness, assurances, & empathy) what steps would you take to close the gap between the level of service passengers expect and the level they’ve been receiving? How might you attract other customers? Find a way to emphasize your airlines positive features.