KLM Royal Dutch Airlines Introduction: KLM Royal Dutch Airlines literally "Royal Aviation Company"; usual English

translation: Royal Dutch Airlines), is the flag carrier airline of the Netherlands and is part of Air France-KLM. KLM's headquarters is in Amstelveen near its hub at Amsterdam Airport Schiphol. It is the oldest airline in the world still operating under its original name. As of 31 March 2010, it has 31,787 employees. The merger of KLM with Air France in May 2004 created Air France-KLM, which is incorporated under French law with headquarters at Paris-Charles de Gaulle Airport. Both Air France and KLM continue to fly under their distinct brand names. Air FranceKLM is part of the Sky Team alliance. Many destinations;KLM operates worldwide scheduled passenger and cargo services to more than 90 destinations. KLM is the only carrier on 66 of the routes it operates. On 43 routes it faces competition from one other airline, whereas on 14 routes it faces competition from two other airlines. Finally, on 3 routes it faces competition from three airlines and competition from four and five other airlines is faced by 1 route each. For many years, KLM flew to Sydney in Australia. However, in March 2001, KLM stopped all services to Sydney. Attractive frequent flyer program:Flying Blue is the loyalty program of Air France and KLM that offers rewards to passengers travelling on certain types of tickets. In June 2005, the frequent flyer program of Air France (Frquence plus) and KLM (Flying Dutchman) were combined to

create the Flying Blue program after the two companies merged into a single parent company. Members of the Flying Blue program can gain Level Miles and Award Miles. Other services feature: KLM offers complimentary alcoholic and non-alcoholic beverages and either a meal or snack to all passengers, depending on the time of day and the duration of the flight. Passengers traveling in World Business class on the Boeing 737-700/800/900 series, B747, B777, MD11 and Airbus A330 aircraft have access to AC power outlets. All passengers on B777 and A330 aircraft may e-mail and text message using the seatback entertainment system Etc. KLM Meet & Seat is a social network service utilized by the airline. It allows passengers to meet others who share their interests before their flight so that seating may be prearranged. Evidence of services quality: Making travel more rewarding:With a network of over 900 destinations, more than 18,000 daily flights and over 100 partners worldwide, Flying Blue makes it easy to earn Miles wherever you go. The Miles that you earn are credited to your online account, and you can spend them on award tickets to a destination of your choice, as well as a host of other great offers. Get the recognition you deserve By simply showing your Flying Blue card, you can access countless extra services and make your travels, or even your waiting time at the airport, smoother, easier and more pleasant. How it works

There are four membership levels, starting with Ivory then moving up to three Elite and Elite Plus levels: Silver, Gold and Platinum. Better e-services to make life easier To help you enjoy a smoother experience on every step of your journey, Flying Blue provides special online services so you can book an award, check your Miles balance, claim missing Miles, update your profile, and much more at any time of day or night. All with just a few clicks whenever it suits you. Evidence of competitive positioning strategies:-If your journey did not go according to plan, they will refund the costs of your ticket in the following cases:

Your flight was cancelled Your journey could not be completed because a flight was delayed for more than 5 hours

The conditions of your ticket allow a refund In case of hospitalization or death In case of a visa denial

If you purchased your ticket from a travel agent, you should contact your travel agent. For tickets bought from an airline other than KLM, please contact that airline. If you request a refund, your booking will be cancelled. Handling your refund request might take up to 4 weeks. The refund will be made in the same currency and via the same form of payment as used for the purchase of your ticket. Requesting a refund is possible until 1 year after the original travel date. Ways customers can give feedback to the company at site: Customers can provide feedback through sending an E-Mail to the customer service. They can also fill the form provided on the website to give their compliments and complaints.

British Airways:

Introduction British Airways (BA) is the flag carrier airline of the United Kingdom, based in Waterside, near its main hub at London Heathrow Airport.

British Airways is the largest airline in the UK based on fleet size, international flights and international destinations and second largest measured by passengers carried, behind easy Jet.

British Airways is a founding member of the One world airline alliance, along with American Airlines, Cathay Pacific, Qantas, and the now defunct Canadian Airlines.

The alliance has since grown to become the third largest, after Sky Team and Star Alliance. British Airways' parent company, International Airlines Group, is listed on the London Stock Exchange and in the FTSE 100 Index.

Many destinations: British Airways serves nearly 150 destinations, including six domestic. It is one of only ten carriers to fly to all six permanently inhabited continents. British Airways is one of the few airlines that fly to all six inhabited continents, along with Air France, Delta Air Lines, Emirates, Korean Air, Qantas, Qatar Airways, Singapore Airlines, South African Airways and United Airlines. Frequent flying program: British Airways operates two types of loyalty programs. The Executive Club, featuring multiple tiers, has benefits such as access to special lounges and dedicated 'fast' queues. BA also operates an invitation-only Premier program, given only by the BA board and has 1,200 members.

British Airways operates airside lounges for passengers travelling in premium cabins and these are available to certain tiers of Executive Club members. First class passengers, as well as Gold Executive Club members, are entitled to use First Class Lounges. Business class passengers (called Club World or Club Europe in BA terms) as well as Silver Executive Club members may use Business lounge. Often, at airports in which BA does not operate a departure lounge, a third party lounge is usually provided for premium/status passenger. Other services features:Customers calling their reservations office or visiting their ticket offices or counters to purchase a ticket for a specific day and time will be offered the lowest fare available through British Airways, exclusive of Internet only fares. British Airways will provide customers at the airport and onboard a delayed aircraft with timely and frequent updates regarding the delay, beginning 30 minutes after we become aware of such a delay. Their top priority is the safety and well-being of their customers. On very rare occasions, extraordinary events may result in lengthy onboard delays. They have developed detailed contingency plans to deal with situations in which an aircraft is delayed on the ground without access to a terminal gate. In the event that your checked bags do not arrive on your flight, British Airways will make reasonable efforts to ensure that the bag is returned to you within 24 hours. Certain international conventions govern British Airways liability for lost, damaged or delayed baggage. Under the Montreal Convention, British Airways liability for lost, damaged or delayed baggage is 1,131 Special Drawing Rights (SDR) per passenger.

Evidence of competitive strategies of BA: 1. Be the airline of choice for long haul premium customers 2. Deliver an outstanding service for customers at every touch point 3. Grow their presence in key global cities 4. Meet their customers needs and improve margins through new revenue streams Evidence of Service quality: British Airways is one of the largest airlines in the world and the largest one in United Kingdom. Traveling in this airline is a comfortable and relaxing experience because of the wide range of sophisticated services provided by it.

The Cabin Staffs are lively and enthusiastic, responding efficiently to the different requests made by different customers. Their warmth and friendliness helps the passengers to travel in a relaxed mood. They are affluent with different languages.

This helps them to address different customer queries with ease. They provide consistent services through the flight and are available all the time. The cabins are very clean and spacious.

Ways customers can give feedback to company at site:Customers can provide feedback through sending an E-Mail to the customer service.

They can also fill the form provided on the website to give their compliments and complaints.

Lufthansa: Introduction: Deutsche Lufthansa AG (FWB: LHA, OTCQX: DLAKY) is the flag carrier of Germany and the largest airline in Europe in terms of overall passengers carried and fleet size. The German government had a 35.68% stake in Lufthansa until 1997, but the company is now owned by private investors (88.52%), MGL Gesellschaft fr Luftverkehrswerte (10.05%), Deutsche Postbank (1.03%), and Deutsche Bank (0.4%) and has 37,042 employees (as of March 2007). Lufthansa is a founding member of Star Alliance, the world's largest airline alliance, formed in 1997. The Lufthansa Group employs 117,000 people worldwide of 146 nationalities. In 2010, over 90 million passengers flew with Lufthansa Many Destinations:The airline is the world's fourth-largest airline in terms of overall passengers carried, operating services to 18 domestic destinations and 203 international destinations in 78 countries across Africa, Americas, Asia and Europe. Together with its partners, Lufthansa services around 410 destinations. With over 710 aircraft it has the second-largest passenger airline fleet in the world when combined with its subsidiaries. Attractive frequent program: Lufthansa's frequent-flyer program is called Miles & More, and is shared among several European airlines, including Austrian Airlines, Adria Airways, Croatia Airlines, LOT Polish Airlines, Luxair, Swiss International Air Lines, and Brussels Airlines.

Miles & More members may earn miles on Lufthansa flights and Star Alliance partner flights, as well as through Lufthansa credit cards, and purchases made through the Lufthansa shops. Status within Miles & More is determined by miles flown during one calendar year with specific partners. Membership levels include: Basic (no minimal threshold), Frequent Traveller (Silver, 35,000 mile threshold), Senator (Gold, 100,000 mile threshold, 130,000 for German residents), and HON Circle (Black, 600,000 mile threshold over two calendar years). All non-basic Miles & More status levels offer lounge access and executive bonus miles, with the higher levels offering more exclusive benefits. Evidence of services and features: Lufthansa has great fares along with the greatest comfort to the passengers and takes you to some of the most outstanding destinations in India from US. Boston to Hyderabad and Washington to Mumbai tickets are available for nearly RS 1, 47,664 inclusive of all taxes. The chief purpose of Lufthansa Airlines is complete customer safety and satisfaction. To get the best deals on Lufthansa Airlines log on to Make Mytrip.com and get the cheap tickets from US to India. Lufthansa Airlines flight reservations can be done online and well in advance through the Make My Trip website a reliable travel agent for best deals and lowest airfares. The Lufthansa Airlines also provides high-tech amusement options depending on the market and class you are traveling.

Other Service features: Special discounted fares in Business and Economy Class to destinations most frequently traveled to by company employees. These special fares offer maximum flexibility and are based on the needs of today's business traveler. A year-end bonus based on the volume of sales on Lufthansa by the company. Close cooperation and support of the company's travel agency. Competitive strategies of positioning: Portfolio orientation towards attractive markets in airline and aviation segments and alignment of investments to our capabilities and strengths Optimizing our quality, consistency and reliability in a dynamic competitive environment, supported by our strong values. Leading global market position by means of growth, acquisitions and partnerships to generate economies of scale and attractiveness for customers. Earnings improvement from a strong market position and continuous cost focus, generating industry-leading returns and a healthy financial profile. Reinvestment in continuous fleet renewal, market aligned growth, career opportunities and innovation Ways customers can give feedback to the company at site: Customers can provide feedback through sending an E-Mail to the customer service.

They can also fill the form provided on the website to give their compliments and complaints.

Reference: www.klm.com www.britishairways.com www.lufthansa.com