An overview of Customer Service in Travel Industry – special reference to Yemenia Airline

Customer services concept is directly related to travel industry because it is based on customer expenses and without the customer, there is no Income. Good customer service is required at every part of the travel industry as well as it is essential to the success every company either it is flight, hotel, travel agency, restaurant, etc. In the travel industry, customers today expect more than they did in the past so we must always try to continually improve the level of the service to enable us to keep up with customer expectations and leads to excellent customer service in the travel industry. This theoretical study is based on secondary data where it includes the information published on the theme of the travel industry in various internet sites. This paper aims to provide a conceptual framework for customer service in the travel industry as well as to identify the types of customer services provided on board the Yemenia airlines. Finally, this study highlights major findings that give the suitable suggestions to improve the customer service in Yemenia airlines.