Flower petal service of service marketing of Luftansa and emirates airlines

1. Vs
PREPARED BY:
BHAVIN AGRAWAL (02)
NIKITA BALAR (04)
MALVI BHATT (08)
ISHANI DAVE (14)
NITIN MADHAVI (28)

2. With over 164 destinations,
Emirates is the only Airline to offer non-stop service to all six
continents from a single hub

3.  Founded 1985
 Headquarters Dubai
 Key People Ahmed Bin Saeed Al Maktoum
(Chairman)
Tim Clark (C.E.O & President)
 Website www.emirates.com
 Owned By : The Emirates Group
 Largest airline in the Middle East
 Fourth-largest airline in the world in terms of
international passengers carried

5. Emirates Airline Top Destinations

6. Boeing, Airbus
Govt. of Dubai
Dubai
International
Airport
AirLanka
Quantas
Codeshare
Agreements
Ground
handling
Baggage
handling
Aircraft
Maintainence
Passenger
Services
Fuel
Labour / Staff
Online
Airports
Travel Agents
Low Fuel Costs
Airport User Charges
Cheap Labor Cost
Tax Incentives
First Class
Business Class
Economy Class
Skywards
Business Rewards
Branding
Offers
Low Cost
Destinations
Passenger
Cargo
Excess Baggage
Destination and Leisure
Individuals
Businesses

7. With over 220 destinations,
Lufthansa is having Star Alliance

8.  Founded 1953
 Headquarters Cologne, Germany
 Key People Carsten Spohr (Chairman & C.E.O)
 Website www.lufthansa.com
 Owned By : The Lufthansa Group
 Largest airline in the Europe both in terms of
international passengers carried and Fleet size.

10. Lufthansa Airlines Top Destinations

11. Swiss Airlines
Brussels Airlines
Austrian Airlines
SIA
Munich Airport
Frankfurt Airport
Zurich Airport
Ground
handling
Baggage
handling
Aircraft
Maintainence
Passenger
Services
High Loyalty
Superlative
Quality
Online
Airports
Focus on
Leisure
Travellers
Rising Fuel Costs
Airport User Charges
High Labor Cost
Low Cost Carriers
First Class
Business Class
Economy Class
Star Alliance
Focus on Business
Travelers
Technical
Competence
Reliability
Innovations
High Standard
of Security
Passenger Catering
IT Services
Logistics
Destination and Leisure
Individuals
Businesses

12. STP
Segment Passengers preferring comfort/reliability/quality service
Target Group Upper middle class/ business men / leisure travellers
Positioning Safety and Trust, premium
Segment Passengers Preferring Comfort / reliability
Target Group Corporates / Upper Middle Class / Middle Class
Positioning Premium Airline

13. Lufthansa Airline Crew

14. Emirates Airlines Crew

15. Lufthansa
 Interactive website to get flight information and baggage information
 Website focus on special offers (Specially for business class)

17. Emirates
 Website focus on advance search of flight schedule
 Promoting app
 Special offers if booked through app

19. Lufthansa services
 Flight information
 Online timetable
 Arrival and departure
 Timetable to download
 Information via SMS
 Lufthansa Mobile Services
 In-flight access internet to customers via FlyNet project
 Improve Customer relationship
 Low ticket prices
 Providing data to support new initiatives, to solve issues

20. Emirates Services

22. Inflight Entertainment Service
 Visit places you won’t find on a map
 2,000 channels of movies, TV shows, music and games, on demand and in multiple
languages
 Information
 Read about Dubai, catch up on news and sport or learn more about dubai
 Helps to follow your flight on our moving map, and see the world from 40,000ft with our
external cameras.
 Stay connected with friends, family or colleagues on the ground with our Wi-Fi, mobile phone
and data roaming services.

23. Lufthansa services- SWOT
Strength Weakness
 Largest Star Alliance Member
 Leading IT service provider for the Air
Transport industry
 Strong image associated with German
Engineering
 A status symbol amongst
Corporate/Business men
 Has a strong workforce of over 37,000
employees
Over 200 international destinations in
nearly 80 countries
 Significant Exposure to Higher
Competitive Market
Market share growth restricted due to
pressure from competition

24. Emirates - SWOT
Strength Weakness
 Strong Dubai government support
 Has a strong workforce of over 50,000
employees
 Is present in 72 countries across 6
continents
 Advantage of Being Present in Oil
Rich Emirate
 Strong Hub in Dubai
 Satisfied Customer and Preferred
Airline of Customers
 Effective reputation management and
branding
 Relying Heavily on International
Onward Moving Traffic
 Intense competition
 Limited market share growth
 High cost of maintaining bench-mark
standards

25. Lufthansa services- SWOT
Opportunity Threat
 Being the largest member of Star
Alliance they have scope to acquire
some smaller players
 More penetration in emerging
economies tapping the high-end
customers
 Improvement in experience and high-
quality services to customers
 Other Alliances: One World, Sky team
Increased international competition
Low cost providers
Rising fuel prices

26. Emirates - SWOT
Opportunity Threat
 Releasing a brand new fleet of
airplanes. This will help improve
customer confidence in the airline
 Adding more destinations to their list
 Increasing Competition in Middle East
Market
 Increasing fuel costs
 Changing Govt policies and
regulations

28. INFORMATION

32. CONSULTAION

33. Interactive
Website
Mobile App
Interactive
Website
Mobile App

34. ORDERTAKING

35. Mobile APP
Website
Travel Agents
Airports
Mobile APP
Website
Travel Agents
Airports

36. HOSPITALITY

37.  casual facilities as well as the dining
areas here are exceptionally well
maintained and serviced
 boarding process for Emirates 1st
Class passengers is very
personalized and quick
 Seat converts to a flat bed and an
additional mattress for comfort
provided
 A more personal touch in the service
provided and greater flexibility in
terms of processes
 includes high-quality personal care
products
 designed a high-quality seat that
offers much greater comfort and up to
50 per cent more room

38. SAFE KEEPING

39.  High Security of Luggage
 Physicians
 Good Facilities for children
 High Security of Luggage
 Physicians
 Good Facilities for children
 UAE declared world safest
airlines in 2014

40. EXCEPTION

44. BILLING AND
PAYMENT

45. Credit Card
Pay Pal
SEPA Direct Debit with
German Account
SOFORT Banking
Ideal
UnionPay Card
Real-Time Bank Transfer
Online Bank Transfer
Bank Transfer
Pay Pal
Western Union
Boleto Bancario
Alipay
China UnionPay
Emirates NBD

46. Thank You !!