Complete this form by filling in the table below with each participant’s name and the percentage of contribution/participation

made to
the assignment.
No. Participants Contribution percentages (self-rated)
80%-100% 60%-79% 30%-59% 0%-29%
Provided many ideas Participated in discussion Listened to others but Seemed bored with the
and provided some ideas offered few suggestions discussion and offered
no suggestions
Lê Thanh Trúc 100%
Trịnh Việt Anh 100%
Nguyễn Thị Mai 100%
Hương
Thượng Nguyễn 100%
Phương Thảo
Nguyễn Tăng 100%
Thành
Phạm Xuân Phú 100%
Nguyễn Thị Như 100%
Khuê

Answer

Day 1

Corporate culture of UFM Airlines

1. Client-First Strategy: UFM Airline usually put the needs of their passengers and their safety first. This customer-centric philosophy
frequently penetrates the company culture, stressing the need of giving passengers great service, attending to their requirements quickly, and
making sure they have a nice experience overall.
2. Collaboration and Teamwork: Cooperation and teamwork are crucial in the aviation business because of its complexity.

3. Commitment to Safety: The aviation industry places a high priority on safety, and airline ticket firms' corporate cultures are strongly rooted
in this commitment to safety.

4. Intellect and Flexibility: The airline business is always changing, whether it's because of new developments in technology, modifications to
regulations, or changes in customer tastes. Because of this, airline ticket firms need to foster a culture of innovation and adaptation in order to
remain competitive. Workers are urged to use their imaginations, be open to change, and come up with original solutions to problems.

5. Accountability and Professionalism: One of the pillars of airline ticket firms' corporate cultures is professionalism. It is required of
employees to perform professionally and honorably in all of their dealings with stakeholders, customers, and coworkers. In addition, there is an
accountability culture where people own up to their duties and aim for excellent performance.

6. Inclusion and Diversity: Due to the worldwide and diversified nature of the airline sector, many ticketing organizations place a high value on
inclusion and diversity within their corporate cultures. Diverse backgrounds are acknowledged and cherished within the workforce, and an
inclusive workplace where everyone feels appreciated and able to participate is a priority.

7. Accountability to the Environment:UFM airline ticket businesses is integrating environmental responsibility ideas into our company culture
in response to rising concerns about environmental sustainability. This might involve making investments in eco-friendly technology, cutting
waste, and lowering carbon emissions.

Task analysis of UFM airline:

An airline ticket salesman's roles and responsibilities are broken down in task analysis, which helps the salesperson sell tickets more
successfully. An illustration of task analysis for a salesman selling airline tickets is as follows:

1. Interaction with Customers:

- Extend a kind and expert greeting to all patrons.

- Pay attention to client questions and ascertain what they require for trip.
- Give details about available services, pricing, flight alternatives, and timetables.
Help clients choose the best flying schedule depending on their needs and financial constraints.
- Respond to inquiries on travel restrictions, luggage allowances, and airline policies.
- Respond to grievances or issues from clients in a courteous and professional manner.

2. Booking Process:

- Look for flights, verify seat availability, and make reservations using computerized reservation systems (such as Amadeus, Sabre).
- Accurately enter passenger data and securely handle payments.
- Print tickets on paper or in electronic format based on the request of the consumer.
- Make arrangements for extra services that consumers desire, such as wheelchair assistance, special meals, or seat upgrades.
- Give clients reservation confirmations and relevant travel paperwork.

3. Sales and Promotions:

- Let clients know about any current sales, discounts, and exclusive deals that are offered on flights.
- Upsell other services like hotel stays, auto rentals, and trip insurance.
Suggest to regular travelers joining reward programs or selecting premium seats.
- Handle upgrades or ticket swaps for clients who want to rearrange their itinerary.

4. Administrative Tasks:

- Ensure that all ticket sales, transactions, and customer interactions are accurately documented.
- Compile daily sales figures and settle payments made using credit cards or cash.
- Manage the documentation for cancellations, refunds, and rescheduling of tickets.
- Through self-study and training, stay current on industry rules, policies, and procedures pertaining to airlines.

5. Customer Service and Follow-up:

- Get in touch with clients to inquire about any last-minute issues and to confirm travel information.
- Help clients with the boarding, departure, and check-in procedures.
- Respond to questions or concerns regarding missed flights or misplaced luggage after the trip.
- Establish a rapport with clients to promote recurring business and favorable word-of-mouth recommendations.

Airline reservation’s JD
Day 2
Training on operations related to consulting and answering questions via the switchboard
- Basic aviation terms
- Communication skills at the counter
- Telephone communication skills
- Overview of services - travel
- Overview of the travel and tourism industry
- Travel agency and flight itinerary planner
- Procedures required when traveling by air
- In-flight services and flight schedules
Training on how to book and reserve seats and introduce the tools of the ticket booking system.
- Introducing UFM airline's ticket booking system and creating customer profiles on the system.
- Optional information fields in Customer Profile
- Book hotel rooms and rent cars
- Make a list of information
- The system stores information about agents and special customers
- Help of the host system
- TIMATIC – supporting information
Instructions on how to calculate prices and quote according to customer requirements.
- Understand world geography to build ticket prices for passengers
- Firmly grasp the basic factors in price selection
- Distinguish between types of trips
- Build prices for one-way/round-trip/closed-circuit trips
- Fees
- Get familiar with shipping documents
- Get acquainted with special prices
 Day 3.
"Job Instruction Training" method
Target:
 Provide detailed instructions to train airline staff on how to manage reservations and advise customers on flight routes and destinations.
Training content:
- Introduce
* Introduction to airline companies and the role of airline staff.
* Introduction to reservation management software and flight consulting software.
 Manage reservations
* Steps to receive customer booking requests.
* How to check flight ticket availability.
 Advise customers on flight routes and destinations
* Steps to advise customers on flight routes and destinations.
* Information that needs to be provided to customers when consulting.
* How to handle cases where customers request advice on destinations that are not on the airline company's list of destinations.
- Practice
* Staff participate in managing bookings and advising customers on flight routes and destinations.
- Test your knowledge
* Employees participate in testing their knowledge of the content they have learned.
* The instructor evaluates the employee's knowledge test results.
- Feedback and encouragement
* Instructors provide feedback on training results to employees.
Day 4
 Advise customers on the best flight routes and destinations.
 Check and remind customers about: reservation deadline, payment deadline, necessary documents when flying, procedural instructions,
timely notification of flight changes.

Combining the "Situation simulation" and “Job instruction training”:

1. Simulate the situation:
Use simulation software or design real-life situations such as:
 Assist customers in choosing suitable flight routes and destinations.
 Answer questions about regulations and procedures.
 Handle arising situations such as flight cancellations and ticket changes.
=> Employees will be guided how to collect information, analyze problems and come up with appropriate solutions.
2. Job instruction training:
 Students will practice directly at the ticket counter and provide actual customer support.
 Be guided by experienced staff on ticketing processes and systems.
=> Practice communication, behavior, and problem-solving skills when interacting with customers.

Day 5
Book reservations and track group tickets of customers and companies.
USING ONLINE/INTERNET METHOD – BASED LEARNING
Knowledge about types of group tickets:
Skills in using ticket booking system:
Communication skills
Organizational skills
SOME EFFECTIVE GROUP TICKETS MANAGEMENT SOFTWARE
Amadeus Ticket Management, Travel ViewTrip, OpenJaw
- Develop relationships with ticket companies as a company representative
Contact the ticket company directly
Cooperate with travel agents
Use online ticket booking platforms
USING APPRENTICESHIP TRAINING
Day 6
Learning Objective : Handle situations that arise
- Identify the situation: First, you need to clearly define the situation that arises. This could be a dissatisfied customer, a bug in the booking
system, or another problem.
- Analyze behavior: Next, you need to analyze your behavior and that of others in that situation. This includes being aware of your actions,
reactions, and decisions.
- Simulate situations: You can use simulation techniques to recreate situations in a safe environment. This allows you to experiment with
different options without worrying about real-life consequences.
-Evaluate and learn: After the simulation, you should evaluate behavior . This may include recognizing strengths and weaknesses, as well as
how to improve future practice. This may include changing the way you approach and handle similar situations in the future.