THE RESeARCH PROPOSAL

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Lecture 4 – Assignment 1 – THE RESeARCH PROPOSAL

cAP AIRLINEs

Daniel Lourenço is a Portuguese student in International Business at the University of Lisbon. Born in Reguengos de Monsaraz, he is an active sportsman, excelling in football and swimming. As a young man Daniel developed a keen interest in aviation. He read everything he was able to find on the subject and began training for his private pilot license when he was 14, but he had to give it up six years later to focus on his studies.

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Daniel has just started writing his master thesis and he has handed in his research proposal to his advisor, Leonor Soares Henriques Pais.

Leonor is a senior operations manager for CAP Airlines (CAP), a Portuguese aviation company. He has been working for CAP for the last 7 years, and he is responsible for ensuring that operations are efficient in terms of using as little resources as needed, and effective in terms of meeting customer requirements. Leonor’s job is quite hectic and ever since he has started, Leonor has been working long hours.

Daniel and Leonor have agreed to meet in a few days to discuss the following research proposal which was developed by Daniel.

Research proposal

1.1 Introduction

The story below is one of the many typical complaints posted on the airline customer feedback website describing passengers’ experiences with CAP Airlines. CAP is the airline of PLC Travel Group, a leading international travel corporation based in Lisbon.

CAP – Nightmare

On 23 September, I was flying from Milan to Lisbon and then form Lisbon to Faro with CAP Airlines having the worst experience ever. First of all, I missed my flight to Faro due to a delay of my first flight. They put me in the next flight (7 hours later) which was also delayed for 3 hours. Hence, it took me 16 hours to fly from Milan to Faro which is truly unacceptable. Of course, I have had delays with other airlines in the past but CAP is something else. For instance, at Lisbon airport, they didn’t grant me the entrance to their Lounge in order to find some quietness and make phone calls to reschedule the appointments I missed due to the delays. What’s more, I had to wait for 45 minutes at the transfer desk which was manned with only 4 people; the slowest people I ever seen in my life, helping to form a queue of more than 200 meters. CAP people were not only slow, they were also rude, they were barely speaking English, and they were very unresponsive. Finally on the plane to Faro, we could not even get a glass of water, although they knew that we had been waiting the whole evening at Lisbon airport. The pilot made the worst landing I have ever had in my life with most of the people in the plane praying. That is why CAP for me stands for “Crappy Air Planes!” John A Jones
 
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