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... of the European air transport industry increased competition among the various airlines operating in Europe. Virgin Atlantic began as a fairly small airline, but grew steadily over the years and were finally granted rights to use Heathrow Airport in London. It thus became a major competitor in the industry. It is rated second to British Airways, its major competitor. Virgin remains stiff competition through its open management style and control, as well as its willingness to take action in correcting any customer complaints. However, it is facing a challenge in maintaining its uniqueness in terms of both the other airlines and its own past. A fresh approach is constantly needed to keep customers returning.
If the problem is then customer related, Virgin Airlines should perhaps do a survey of its customers and their wishes. Suggestions for better service could for example be solicited by means of either suggestion boxes or competitions. Virgin could also enlist the help of its employees. Meetings and conferences could be held to decide on the best course of action for the future. Here also a prize could be awarded for the best implemented suggestion. Finally, Virgin could enlist outside help. However, this may not be a good idea in terms of employee confidence. On the ...

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