Angeles University Foundation College of Business and Accountancy Tourism Management Department
BS Tourism Management Practicum Report on Asiana Airlines Barn House Building, 2088 Cardinal Santos Avenue., CSEZ, Clarkfield Pampanga April 12, 2011- May 20, 2011
In partial fulfillment of the course requirements in INTR: Internship/ Practicum For a degree in Bachelor of Science in Tourism Management
Submitted to: Ms. Ma. Nadja C. Dizon Practicum Coordinator
Submitted by: Christine Joy E. Esguerra 08-216-696
May 30, 2011
Part I Company Profile A. Name of the Company
Asiana Airlines GSA, Inc.
B. Mission We are the best and most proactive partner of OZ (Asiana Airlines) which has capability to offer and expand its completing services relating to air transport by: a. Ensuring its success in providing the highest standards and quality services; b. Guaranteeing maximum attainable share of market through proactive marketing strategies; c. Maintaining a competent core of highly motivated personnel We commit to provide a rewarding professional career and long-term stable employment to all our employees. We adhere to the preservation of an environment-friendly nation and community. We guarantee a stable return of investment for our stockholders consistent and competitive with their other core business.
C. Vision We are the prime joint venture partners of Asiana Airlines, completing its global strategy to become the world’s best airline by providing the strong link to the competitive and efficient resources of the Philippines. We are the joint venture partners of the Kumho Asiana Group as it expands its core business in tourism and leisure on a global perspective.
D. History Asiana was established on 17 February 1988 and started operations in December 1988 with flights to Busan. It was formed by the Kumho Asiana Group (formerly Kumho Group) as part of the South Korean government's policy to create a second flag carrier and was originally known as Seoul Air International. The South Korean government has given its approval for foreign ownership of the airline to increase from 20% to 50%. The airline is owned by private investors (30.53%), Kumho Industrial (29.51%), Kumho Petrochemical (15.05%), foreign investors (11.9%), Korea Development Bank (7.18%), and others (5.83%). It employs 7,799 staff (at March 2007). Asiana Airlines has rapidly expanded since its establishment in 1988 to become a midsized, global carrier with a fleet of 69 aircraft providing international services to 66 cities in 21 countries on 82 routes, and domestic services to 12 cities on 15 routes. In 2007, the airline had net sales of some US$3 billion. In February 2006, Asiana Airlines modernized its corporate identity to harmonies with those of other divisions of its parent company the Kumho Asiana Group. The names of the travel classes have changed from First Class, Business Class, and Economy Class to First, Business, and Travel classes respectively, and the colors of the travel classes have changed to yellow, blue and red for First, Business, and Travel Class, respectively. New uniforms are also planned for the crew. On 18 April 2007, Skytrax awarded Asiana the prestigious five-star ranking, an accolade shared with Cathay Pacific, Malaysia Airlines, Qatar Airways, Singapore Airlines and Kingfisher Airlines. On 17 February 2009, Air Transport World awarded Asiana the "Airline of the
Year", which is considered one of the most honorable awards in the airline industry. Notable Achievements • •
• •
Asiana was awarded first in class certification by the International Organization for Standardization (ISO) for meeting criteria ISO 14001 in 1996. In 2001 Asiana Airlines was designated as the first environmentally friendly company within the service industry by the Ministry of Environment Republic of Korea. In 2009 Asiana was awarded the title Airline of the Year by Air Transport World (ATW). In May 2010, Asiana Airlines has been named the best airline in the world by Skytrax at the 2010 World Airline Awards.
E. Background/ Nature of the Business Air Transportation Airline Code: OZ Asiana Airlines- the company that comes closest its customers with a smile as beautiful as a wing with stripes of many colors, puts safety first with advanced equipment and a new fleet. Asiana Airlines is the company that realizes customer satisfaction and a service that is based on the customer’s expectations. Asiana Airlines is always evolving to ensure enjoyable and comfortable travel. Company Philosophy: “Take customers to their destination on time in the fastest, safest and most convenient way.” Total no. of Fleet (as of Feb 2011): 68 aircrafts Total Service Route Domestic: 12 cities, 14 routes International: 21 countries, 67 cities, 85 routes
OZ Route KOREA
USA
OCEANIA
SOUTHWEST ASIA
CENTRAL ASIA
SOUTHEAST ASIA SOUTHEAST ASIA
JAPAN
CHINA
RUSSIA
CENTRAL
ASIA
EUROPE
OZ FLEET A320-200 – – –
Seat Capacity: 143 No of aircraft: 11 Configuration: Business class: 2-2 (8 seats) Economy class: 3-3 (135 seats)
A321-100/200 – – –
Seat Capacity: 200/177 No of aircraft: 15 Configuration: Business class: 2-2 (12 seats) Economy class: 3-3 (165 seats)
A330-300 – – –
Seat Capacity: 290 No of aircraft: 9 Configuration: Business class: 2-2-2 (30 seats) Economy class: 2-4-2 (260 seats)
B767-300 (B767-300ER)
– – –
Seat Capacity: 260 No of aircraft: 7 Configuration: Business class: 2-2-2 (18 seats) Economy class: 2-3-2 (242 seats)
B737-400 – – –
Seat Capacity: 150 No of aircraft: 2 Configuration: Business class: 0 Economy class: 3-3 (150 seats)
B777-200ER
– – –
Seat Capacity: 262-303 No of aircraft: 11 Configuration: • For 303 capacity Business class: 2-3-2 (32 seats) Economy class: 3-3-3 (271 seats) •
For 262 capacity First class: 1-2-1 (8 seats) Business class: 2-3-2 (28 seats) Economy class: 3-3-3 (226 seats)
B747-400 (747-400 COMBI) – – –
Seat Capacity: 264 No of aircraft: 13 Configuration: First class: 1-2-1 (10 seats) Business class: 2-2 (24 seats) Economy class: 3-4-3 (230 seats
OZ SERVICES FIRST CLASS
•
Can recline up to 180 Degrees
BUSINESS CLASS
•
Equipped with satellite phone and facsimile
• •
SMS service is available PC Power outlet
ECONOMY CLASS
• •
Audio/Video Services 6.5 inch LCD Monitor
OZ FOOD SERVICES
FIRST CLASS
BUSINESS CLASS
ECONOMY CLASS
OZ OTHER SERVICES
•
Airport Lounge (Free for First Class, Business Class, Star Alliance Gold Member)
•
Duty Free Shopping (you can order it advance)
•
Provides UM Services for minors
•
Check in, internet boarding pass issuance and seat request available 48H before departure flight.
•
Family Service
•
Passenger with Disabilities Support
OZ FARES •
Gross fare (commissionable by 7%) – On line or offline route (Out Korea to PH non-commissioned) – For Domestic Korea (commissionable by 5%)
•
Groups fare (CRKICNCRK)
•
Sea crew and POEA
•
GDS Partners – ABACUS (FAREX, for promos) – AMADEUS (NEGO FARES, for promos) – GALILEO
Ticketing Requirements: 1.
Purchase Order
2.
Payment (one currency policy/cash only) INTERBANK PAYMENT ACCEPTED
3.
Copy of Passport
4.
Copy of Visa and/or green card/cfo (if applicable)
5.
Copy of Latest Arrival if PH tax exempted (CLEAR copy)
*incomplete or unreadable documents will not be process for ticketing
OZ FLIGHT FREQUENCY CLARK-INCHEON OZ 708
00:55
05:40
DAILY
INCHEON-CLARK OZ707
20:50
23:45
DAILY
MANILA-INCHEON OZ 704
00:10
5:00
DAILY
OZ 702
12:45
17:45
DAILY
INCHEON-MANILA OZ701
08:40
11:25
DAILY
OZ703
19:50
23:00
DAILY
MANILA-PUSAN OZ706
03:35
08:05
DAILY
PUSAN-MANILA OZ705
21:30
00:30+1
DAILY
CEBU-INCHEON OZ 710
00:50
06:20
4X WEEKLY
INCHEON-CEBU OZ709
20:20
23:50
4X WEEKLY
To LAX OZ 202
ICN/LAX
1630/1130
Daily
OZ 204
ICN/LAX
2020/1520
Daily
To SFO OZ 214
ICN/SFO
1630/1115
To SEA
Daily
OZ 272
ICN/SEA
1840/1230
Daily
To JFK OZ 222
ICN/JFK
1000/1100
Daily
To CHI OZ 236
ICN/CHI
1850/1730
M / W / F / Su
Sample itinerary for US route
From Clark OZ 708
CRK/ICN
Free HOTEL
To LAX
0055/0545
or
Daily
Free CITY TOUR
OZ 202
ICN/LAX
www.flyasiana.com
1630/1130
Daily
OZ CONTACT NUMBER CLARK OFFICE UNITS 2 & 4 BARNHOUSE BUILDING 2088 CARDINAL SANTOS AVENUE, CSEZ, CLARKFIELD PAMPANGA RESERVATION NUMBER: +6345 599 6657 TO 58 FAX NUMBER: +6345 599 6916 •
SALES TEAM SALES AGENT: MELISA SUE MANGUNE TELEPHONE NUMBER: +6345 599 6658 EMAIL ADDRESS:
[email protected] •
MAKATI OFFICE 6F SALECEDO TOWERS, H.V DELA COSTA ST. SALECDO VILLAGE SALES NUMBER: +63–2–7936868 RESERVATION NUMBER: +63–2-7936888 SALES TEAM SENIOR SALES: PAOLO PANGSANGHAN-0917-8113181 SALES EXEC: JANICE DE GUZMAN-0917-5349449 JOURDAN MAE HERNAEZ-0917-5349559 EVELYN CHUA-0917-5349555
•
MANILA AIRPORT OFFICE 4F IPT BUILDING NINOY AQUINO INTERNATIONAL AIRPORT TELEPHONE NUMBER: +63-2-8916125
•
CLARK AIRPORT OFFICE Diosdado Macapagal International Airport TELEPHONE NUMBER: +6345 599 6662 TO 63
•
CEBU OFFICE INTERNATIONAL DEPARTURE LEVEL, MACTAN-CEBU INTN’L AIRPORT, LAPU-LAPU CITY TELEPHONE NUMBER: +63-32-3428068
F. Organizational Chart
Mr. Jin Hak Jung Clark Regional Manager Ms. Marie June Cinense Acctg./ Admin. Supervisor
Operations Department Ms. Donna Belle Ferrer Jr. Reservations & Ticketing Staff Ms. Cherissa Calma Reservation & Ticketing Staff Sales Department Ms. Melisa Sue Mangune Passenger Sales Agent Administrative Department Ms. Fria Marie Lumanog Admin. Staff/ Executive Assistant Mr. Julio Nievera Admin. Staff/ Messenger Part II Job Title and Job Description
A. Job Title Operations/ Assistant Admin B. Duties • • • • • • • •
Filing of files Sending of fax messages Photocopying of different files Phone Calls I make coffee for my boss Passenger’s Concern Checking of Airline Rate (From USD to PHP) I am also in-charge of the documents to be delivered at Makati Office.
C. Tasks Assigned •
I’m checking for the number of Passenger Meal/ Services Requested - A special service requests code (SSR) is used by airlines to capture information about special meal requests, special baggage handling requests, unaccompanied minors, and disabled passengers, among other things. Some SSR codes are used across the air travel industry, and some are airline-specific.
•
Encoding data to Ticket Sale Report – A report consisting of total number of tickets issued every day which includes passenger name record, ticket number, route, fares, etc.
•
Issuing PTA Form No. 356 - A travel tax that imposed by the Philippine government on the following individuals who are leaving the country irrespective of the place where the air ticket is issued and the form or place of payment, as provided for by Presidential Decree (PD) 1183
•
I’m also in-charge of checking for Sales Transmittal Form – This transmittal form indicates the total sales of tickets issued, cancelled and refund by Passenger Reservation Specialist. And total amount of USD/PHP reimburse.
Part III Tourism/Hospitality Subjects Related to my OJT
• • • • • •
Transportation Management Tourism Marketing Front Office Procedures World Tourism Travel Agency Management and Operations Management Information System
Part IV Work Observation and Analysis A. Areas of Concern •
Organizational Structure Highly Professional Staff It works effectively and posses excellent management team which is very good in strategy formulation and execution. It encourages work force and give effective results due to its multi-skilled staff means. Its management is media friendly and shares latest information on its airline and airline industry.
•
Operations and Procedures Asiana has status of being 2nd Flag Carrier of Korea Electronic ticketing by web Subsidized fares Multilingual Staff on Board
Booking Offices in all major cities both at domestic and International They give incentives to its frequent flyer as it will generate more brand loyalty by giving better incentives to the customers. It offers a five star service and twinkles because of its 95% on time performance. One of its aims is to promote Korean hospitality and local culture. It is one of the renowned members of Star Alliance and offers approximately 516 departures throughout Europe, Asia and North America.
•
Equipment, Facilities and Lay-out It has highly comfortable seats plus cabins. The ticketing office has good facilities and equip but inadequate space.
B. Recommendation •
Organizational Structure Asiana Airlines should give bonus to the industrious and competent employees. Sometimes they unable to handle irregular situations due to limited human resources. There should be clear and even distribution of work and only qualified person should be appointed on jobs.
•
Operations and Procedures Airline should focus on the customer’s satisfaction, refund process should be quick so that customer remains loyal to brand. They should offer its services of reservation and seat confirmation with by SMS and flight confirmation message should also be sent via SMS to the passenger. They should adopt good marketing policies so that it will bring higher profit and maximum utilization of its available resources, Business sector should be attracted to operate at full potential.
•
Equipment, Facilities and Lay-out Management should hire the services of specialized IT personnel for their system development and up gradation on time. They should renovate their ticketing office so that it makes more appealing to passengers.
Part V Conclusion My internship at the Asiana Airlines in Clarkfield, Pampanga was an outstanding experience. I got a deep and inspiring insight in the work of Operations/ Assistant Admin but beyond that the friendly and cooperative staff members took a lot of effort to make it a helpful trip for me in every way, too. To summarize all experiences that I had, it was a very good feeling that I was able to practice my course in the work field. This helped me to enjoy every moment because of the fact that this would be my last internship experience and becoming a graduating student, this coming academic year and will now enter the world of professionals. This on-thejob training gave me the idea that not all knowledge is acquired in school. Experiences, is indeed, the best teacher. It taught me the act of dealing with people in different walks of life, from superiors and professionals to those on the lower rank or designations.
