• Full service / Low cost airlines
• International / Domestic airlines
• Regional / Commuter airlines
• Airline start-ups
Eagle Aviation Consulting offers extensive experience in customer service improvement and service delivery transformation. We are an innovative airline consultancy, offering a team with extensive customer service project experience in Domestic and International operations.
The delivery of well-coordinated and high quality customer service requires an understanding of how each customer touch-point is managed within the business. Many of the decisions which affect service quality and alignment occur at the strategy level and flow down through the business.
The EAC team brings a strategic industry perspective and deep experience of change programmes affecting front line airline and airport staff. With proven airline business transformation expertise, our partners and associates have extensive experience in customer service delivery & process change
EAC has led and delivered sustainable change programs, customer process improvement, and front-line technology projects, at major airlines during high growth periods and intense competitor activity.
EAC services:
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Customer Service policy and procedure assessment
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Review business effectiveness between strategy and service delivery to the customer
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Analysis of customer data and identification of innovative actions and points of competitive advantage
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Competitor benchmarking and service level analysis – air and ground operations
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Leverage of Loyalty programmes to improve service delivery and view of the customer
Examples of EAC experience:
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Conducted an evaluation on the investment
 return by cabin class for a major airline, which led to the redesign of the on-board cabin class offering. This included the removal of First Class and its replacement with an expanded Business Class cabin, along with the introduction of a Premium Economy Class product.
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Introduced technology innovation for customer growth, developing the customer strategy and business case to implement at an Asia-Pacific airline, managing executive stakeholders and external vendors, suppliers, and processes to introduce an innovative solution while changing existing legacy practices and systems.
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Developed training needs analysis to build team skills, and streamline customer service policy across global airline alliance. Introduced detailed service standards, identifying best practice opportunities and benchmarked performance with competitor and alliance partner airlines lounges. ..
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Eagle Aviation Consulting
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