1. University of Central Punjab
Management Information System
Assignment on Case Study
Submitted By:
Name: Sana Riaz
Section: MCOM 1A
Roll No: 86117
Submitted To:
Professor Ayzed Mirza

2. Question No 1:
Discuss how airline investigation systems help the airline operate more efficiently
and assist them in providing good levels of customer service.
Answer:
As we know that Sabre, American Reservation system gives us a system in which we make
reservation online. So, this company got competitive advantage because they were giving better
services then their competitors. It was also more convenient for the company to make system
online because they could work more efficiently.
Due to this type of system customer service level is also increased because this system was
providing so many facilities to the customers who are as follow;
 Time saving:
It saved the time of the customer because there was not any need for the consumer to go for
making reservations .He could do it even by sitting in his home
 Travelling facility:
Travelling facility was also provided to the customer so that consumer may reach to its desired
place.
 Hoteling facility:
Hoteling facility was also provided to the consumer so that he may not face any kind of problem
in searching hotels in other country. They also make the service level agreement with the
customer so that he may not be annoyed after reaching.
So by providing these types of services it may get confidence of the customers and it may
perform more efficiently.
Question no 2:
How have airline reservation system altered the manner in which the major airlines
compete against one another? How have these systems made it more difficult for
newer, smaller airlines to compete against the major carriers?
Answer:
We have studied that airline reservation system provides us so many facilities like:
 It gives competitive advantage.
 It facilitates customer by saving his time.
 It gives extra facilities to the customer like travelling and hoteling facilities.

3. When all these services are being provided by this online reservation system then competition
level among the companies increased because other will have to provide these kind services to
survive and competition level will be tougher.
This type of system also make it difficult for the new companies to compete with them
because smaller and new companies will have to establish this type of system first , then to have
in contact with no of travelling agents and hotels will also be difficult for the new comers. It will
take them so much time to establish this type of system with all other good facilities.
Question No 3:
How are the airline reservation system used to lock in travel agents and lock out
competitors?
Answer:
Airline reservation system can lock in the travel agents by giving them software which can
only be used to make reservation for that particular company. It means travel agents cannot make
reservations for any other airline by using that particular software. With the help of this type of
technique travel agents can be lock in.
Competitors can also be locked out with the help of this system .As we know that this system
is providing customers so many facilities due to which company got competitive advantage other
than that it made it difficult for the competitors to exist due which many competitors were locked
out.
So airline reservation system can lock in travel agents and lock out competitors by using
different techniques.
Question No 4:
How do you think the airline reservation system should be change to provide new levels of
customer service and efficiency? What additional services do you think they should offer?
Why do you think airline passengers would be interested in these?
Answer:
Airline reservation system should not be change but additional services may be provided to the
customer so that level of customer service and efficiency may be achieved. Following are some
suggestions:
 Real time GPS tracking system may be provided to the customer’s family so that they
may check online that in which direction playing is going or whether it is in the air or on
land but it is not accepted due to chances of terrorism.
 Internet service may be provided to the customers sitting in the flight. It will be helpful
especially for businessmen because they have to receive and send many mails a day.
 Service of air signals can be provided on flight.

4. Customers will definitely avail all these facilities because in one way or the other every
customer want these facilities.