Management of in-flight customer relations in civil aviation

Strong communication, which is made with the customers, is an important advantage for enterprises in competition. When the purchase power and right of choice have considered, approaching them helps the enterprises to know their customers closer. That is why enterprises, at the same time, see their customers as a valuable part of their production and sales process, not only a person, who just buy. In other words, customers are indirect parts of decision-making process for enterprises. Customer relations is extremely important for the fields such as civil aviation, which is a part service sector. In particular, the airline companies try to behave extremely sensitive in this issue. Knowing wishes and expectations of passengers with their level of happiness is valuable for the airline companies. In this study of thesis, in the basis of civil aviation sector, customer relations management activity has been investigated. In the first chapter of study, there is civil aviation sector with its general frame and cabin services; in the second chapter, customer relations management process has been handled. In the last chapter of study, an in-depth interview, which has been applied on cabin crews and passengers, and its results have been evaluated.