Sin título

1. Research and Development

   • Technology
     • Call centers
     • Technical support
     • Online services
   • Real Estate
     • Sustainability
       • New aircrafts
       • Eco-fuel
       • Environmental controls

2. Human Resources

   • Service quality
   • Employee training
   • Motivation
   • Unionized workforce

3. Marketing and Sales

   • Real Estate
     • Operating in existing markets
     • Entering new markets
   • Market research
   • Target markets
     • Who are our customers?
     • How do we reach our target?
     • Do we reach our target?
   • Brand awareness
     • Event(s)
     • Significant commercial value

4. Customer Relationship Management

   • Customer loyalty schemes
   • Customer satisfaction
   • Customer retention
   • Customer service

5. Financial position

   • Global economy
     • Fuel price and currency fluctuations
   • Debt funding

6. SWOT

   • Strengths
     • 300 destinations worldwide
     • 32+ millions passengers annually
     • 238 aircrafts in service
   • Weaknesses
     • Loss of a Heathrow terminal
   • Opportunities
     • Mergers and acquisitions
     • Consolidation of market position
   • Threats
     • Competitors
       • Other means of transport
       • Indirect flights/ Charter services
       • Competitors with lower costs or government support
     • Government intervention
       • Route flying rights
       • Airport slots access
       • Security
     • Uncontrollable factors
       • Wars
       • Civil unrest
       • Adverse weather conditions
       • Failure of the public transport system

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