TIAGS reported its measurements of satisfactory of airlines clients in 2008 through QPS and quality of services at TIAGS and awarded “Apricot Prize” to Load Control Department and Outstanding Service Prize to Passenger services Team III.

            On the occasions of seminar, some of TIAGS airlines clients commented and offered some suggestions to TIAGS services quality which were focused on 3 services: Passengers Service, Load Control Service and Ramp Handling Service.           

            Regarding Passengers Service, TIAGS need to attach special importance to customer services (CS) both to passengers and airlines representatives. It is also crucial to improve TIAGS staff’ command of English. There are still some inappropriate words. According to attitudes, TIAGS staffs are not self-controlled. Thus staff should realize the better skills of listening and bearing passengers and should avoid intemperate attitudes. TIAGS staffs performances are identified pretty good; however, checking and following up tasks are not suitable. Therefore, supervisors should consider about the problems. Moreover, supervisors need to be trained management skills and professionalism in order to handle flights much more smoothly which make them heighten their roles in the service process. Passenger Services Team III has been highly appreciated by Air France because of its efforts in handling canceled flights to Bangkok these days. Lost and Found section is also highly appreciated by airlines clients. However, Transit and Transfer team need to be reconsidered about services quality and reorganized.

            In accordance with ramp handling service, tow tractor operation procedures is sometimes not safe enough because of staff are lack of skills and knowledge.

            Load Control Services has been commented with the autonomy of load masters in operating flights especially cargo flights of TIAGS airlines clients. Zero Defect campaign should open up to Load Control and Load Master Divisions.

            Customers’ demands always changes so that TIAGS need to focus on human factors in strategy of enhance services quality. In order to improve services quality, supervisors take very important roles. Thus, TIAGS should consider and develop young potential staffs for the next powerful management.

            Furthermore, Airlines Clients also attract TIAGS attention to some factors which airlines clients can be right anytime, so that TIAGS staff and supervisors should contribute their opinion in the hope that both sides will have better services for passengers.

During the seminar, each idea was recorded and promised to adjust consistently with airlines clients ‘requirements. The seminar has been considered as an opportunity for TIAGS to communicate and exchange information and experiences with airlines clients, enhance mutual relations in order to adjust and improve TIAGS services quality.