Public Relation In
Airlines
Assigned by: Nahid Bari
Presented by
Sonal Agarwal 03
Geeta Bamne 10
Deepika Bhopale 16
Ashish Borana 18
Aditi Chachad 19
Rahul Chudasama 22
Saoban Dalvi 23
Introduction
Public Relation is a management function.
Involves monitoring and evaluating public attitudes and
maintaining mutual relations and understanding between an
organization and its public.
Public Relation Officers ensures internal cohesion in the
company.
Public relations is for fostering of mutually beneficial
relationships between an organization and its publics.
Kingfisher Airlines
Airline Name – Kingfisher Airlines
Full Name - Kingfisher Airlines Limited
Call Sign – Kingfisher
Country – INDIA
Airline Founded – 9, May 2004
Kingfisher Airlines
Kingfisher Airlines is a famous and fast growing airline
based in Banglore.
Owned by the United Beverages Group under the
leadership of Vijay Mallya.
It is a major Indian luxury airline operating an extensive
network to over 30 destinations.
Kingfisher is one of 6 airlines in the world to have a 5 star
rating from Skytrax, along with Asiana Airlines, Malaysia
Airlines.
Company vision & values
Vision
“The Kingfisher Airlines family will consistently deliver a safe,
value based & enjoyable travel experience to all our guests.”
Values
Safety
Service
Happiness
Teamwork
Accountability
Grades Structure of Kingfisher
Hierarchy within the PR Department
Objectives of the PR Department
To create, maintain, and protect the organization's reputation,
enhance its prestige, and present a favorable image.
To create good will for the organization.
Involves such functions as employee relations, stockholder and
investor relations, media relations, and community relations.
To educate certain audiences about many things relevant to the
organization.
Public Relation Department
The fundamental, irreplaceable element of every
business is people.
The PR department has to deal with various kinds of
people
The main aim of PR department is to create a relation
and maintain it.
Internal Public
Internal public may be defined as, ‘Sharing of common
interest, with the individuals or departments of an
organization relating to internal matters.
It is a communication system for the exchange of facts,
ideas, opinions, with the employees of the organization.
It is the responsibility of public relations manager to
provide and develop effective internal public relations.
Kingfishers internal public
include
Employees
Board of Directors
External Public
The public who buys the products or services of the company
is called external public.
The composition of external public may differ from
organization to organization.
This category includes dealers, brokers, investors, suppliers,
customers etc.
Kingfishers external public
include
Customers
Investors
Bankers
Government
Suppliers
Tools of PR
Internal tools
External PR tools
Internal tools of PR
House Magazine
House Journal named “Pegusas” and is issued on quarterly basis.
Common for all the companies that come under the UB Group.
There is no separate magazine for international branches.
Separate sections for spirits, beer, airlines etc.
There is an editorial page in it.
Emails
Bulletin Boards
Personnel Policy Manual
IT covers detail policies of the company that are applicable to all
employees.
Its coverage includes personnel administration, salary, perquisites,
allowances, and other miscellaneous issues.
Contents have been organised under various sections for the
convenience of users.
The Head-Human Resources is the approving authority for all
sections of the manual.
IT is also given to all employees (handout) in book format at the time
of joining.
In case of the user’s resignation the same is to be handed over to the
company.
External PR tools
Print Media
Newspapers
Hoardings and sign boards on roads, highways and
national highways.
Electronic Media
Internet/World Wide Web
They own a website www.flykingfisher.com
Television
Advertisements are aired to keep people aware of the
happenings.
Radio.
External PR tools
Press releases
Annual General Meetings
Press Conference
Prospects, booklets and broachers are distributed
to everyone who visits the organisation
Steps in handling complaints
effectively
The frontline employee handling complaints should stay calm
under any circumstances.
Let the customer get the story off their chest do not interrupt
Avoid admitting any liability at this stage.
Get facts by using question and try to find out the real and
whole story behind it.
Steps in handling complaints
effectively
Just identify appropriate action considering company’s
policy and customer’s expectation.
Take action if you have authority or involve manager or
concerned person.
If corrective action cannot be taken immediately, tell the
customer.
Record the action to be taken and inform anyone else
in the organization involved.
Look into the matter, provide a proper follow-up.
Case Study
Conclusion
This is basically how PR at Kingfisher functions.
Not only were we edified about the PR tools and strategies
that we studied but we also got a very practical and clear
idea on how they function in the corporate world.
And now we feel equipped with theoretical as well as
practical knowledge on the working of a PR department.
