The passengers were through with their final security check and were boarding the aircraft The LOTUS Airlines personnel were awaiting the arrival of a V.I.P. to clear the take off. Finally the V.I.P arrived half an hour late and went directly for the security check. During the check the security personnel came across weapon with live cartilages. He was requested not to carry the weapon with live cartilages. He was requested not to carry the weapon on flight. However the V.I.P. refused to part with the weapon for personal security. When he was asked for the license, he said he was not carrying it. The security personnel refused to give permission to the V.I.P. to board the aircraft .This led to heated argument and in rage ‘Lille V.I.P. threw one of the security staff across the floor.


This further delayed the flight. The passengers were very restless since they were in the   aircraft last 1½ hours. To top it up they were not allowed to leave the aircraft for security purpose.


i)      In this case, where do the service gaps exist and how would you close the gaps?

ii)     Elaborate the importance of “People” in airline services?

iii)    As service provider how would you manage this kind of service encounter? What is a service encounter?

iv)   What would you do when prevention fails and damage is done?

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