NAME OF THE GROUP:

- Hana Wafa rahimi

- Hanuf Riris pratiwi

- Nurul Azizah

- Piety nindya nindita

- Septia Ningrum

- Winda Faradilla lestari

CLASS: 3EB05
BAHASA INGGRIS BISNIS 1#

Meeting and Socializing

Part 1. Complaints from customers on a certain product / service.

On November 2, 2018 at 4 p.m. on the afternoon, Tiger Asia Inc. received complaints from their customers because there were delays in flights for five hours. Which causes customers to wait too long and trigger the emotion of the passengers. At first the plane was scheduled to depart at 9 a.m with the destination from Cengkareng – Denpasar. The plane was scheduled to arrive at the I Gusti Ngurah Rai International Airport at 11.20 a.m with a long journey of approximately two hours and twenty minutes.

The passengers feel disappointed about the service of Tiger Asia airlines that are not deft in responding to this problem. With this delay, passengers feel materially harmed. As a result of the delay in departure, passenger activities did not go according to what was planned. The schedule planned by passengers cannot run on time, such as : holidays, business trips, education, family gathering and more. Until now there has been no clarity and certainty from the airline regarding the delay experienced by passengers at this time. With conditions such as at present there are passengers who become provocateur and make other passengers take part in the situation and conditions that are occurring due to this problem.

Part 2. Office conversations : small talk and work related.

            At 5:00 a.m. there were already a lot of passengers complaining because of the late flight, the information department decided to file a complaint with the inspector to immediately take action.the information staff tells each customer complaints to the inspector. There have been more than fifty complaints submitted by customers to the information staff. These complaints included passengers who were unable to attend shareholders' meetings, tourists whose schedules were messy for tours, there were passengers who did not take the written test to enroll in education at Udayana University, there were those who could not attend funerals for families who died in Denpasar and other complaints.

             The information staff felt overwhelmed in dealing with various complaints and the emotions of the passengers who felt disappointed with the delay in flights to Denpasar. The inspector staff assigns information staff to keep on serving complaints that still continue. The inspector staff realized that it was an outpouring of disappointment from Tiger Asia passengers. The information staff continues to serve all complaints that come from Tiger Asia passengers. On the other side, the inspector suggested to the president director that this matter was brought together because it had to meet the bright points of this problem.

            The problems faced by the Tiger Asia cannot be ascertained because the technical staff  is still doing the best to repair one of the engine parts of the Tiger Asia airline. The director does not want the worst thing will happen if the flight continues. Because of that the director felt it was better to have flight delays and get complaints from the passengers than the biggest risk that the Tiger Asia would face, namely the crash of the plane due to unfinished engine problems.

Part 3. A meeting discussing the problem and theproject arranged to diminish it.

Around 6:00 p.m., the inspector's staff convey the complains to director of the complaint by passenger. The director's staff immediately took action to immediately hold an emergency meeting with all leaders. The director's staff asks the inspector staff to call one of the representatives of the engine staff to tell the problem and condition of the airplane  engine at this time. Representatives of machine parts were present and attended meetings with the director.

            The engine staff tells the condition of the airplane engine at this time that the engine is still in the process of repair and cannot be sure when it will finish. The engine staff have tried their best to solve the problem. But there is no bright point. The director emphasized the engine staff to repair the engine as soon as possible. The machine staff promises, will be do their best and as quickly as possible and ask for thirty more minutes to fix the machine. Then the director staff requests the inspector staff to always calm the passengers. After twenty minutes later the machine staff came back and told that the airplane was done and ready to do a flight.

The director then had another meeting with the leaders to discuss about compensation for flight delays. In according to the regulations, delays occur more than two hundred and forty minutes. So, the Tiger Asia will give compensation costs for prospective passengers in the amount of  three hundred thousand rupiah.