Internship Report.

HAITHAM ALZOUBI, Ph.D.
, Faculty Mentor and Chair

AMITABH UPADHYA, Ph.D., Dean, School of Business
A Dissertation II Presented in Partial Fulfilment

Of the Requirements for the Degree
BBA (Major: International Business)
September 2016
Letter of Transmittal
To Dr. Haitham Alzoubi

University of Business
Skyline University College
Subject: Submission of report entitles AirArabia Call Center
Dear Sir,
Its my pleasure to inform you that I have already finished my
internship in a reputed organization in AirArabia P.J.S.C. An
internship report has been
prepared based on the practical experiences and different ideas o
btained during working in AirArabia Call Center. Please find the
internship report attached herewith.
Therefore I sincerely hope that you will appreciate my effort and I
shall be grateful if my report is accepted for the appropriate
purpose.
Thanking you
Letter of Transmittal
To Deputy Manager
Contact Center
Customer Service
Air Arabia P.J.S.C.
Subject: Submission of report entitles AirArabia Call Center
Dear Ms. Noufisa Bouthghourdine

Its my pleasure to inform you that I have already finished my
internship in a reputed organization in AirArabia P.J.S.C. An
internship report has been
prepared based on the practical experiences and different ideas o
btained during working in AirArabia Call Center. Please find the
internship report attached herewith.
Therefore I sincerely hope that you will appreciate my effort and I
shall be grateful if my report is accepted for the appropriate
purpose.
Thanking you
Acknowledgment
This report would not have been possible without the support of many people.
I am particularly like to thank and grateful to my faculty supervisor Dr. Haitham Alzoubi,
The University of Business, Skyline University College and Air Arabia P.J.S.C. Corporation for
all the help, advice, support and guidance.
I am very grateful to the support of the office and my colleagues to involve in this study. I
also like to thank them for their cooperation and support.
And finally, thanks to my family and some friends who keep on this long process with
me, always offering support and love.
Introduction
Bachelor in Business Administration (BBA) is the semester wise academic program for
management students designed to provide comprehensive and practical education. The charm of
BBA is increasing because it is accepted worldwide as it covers the International standard of four
years (one hundred and twenty credit hours).
As per the requirement of Faculty of International Business (FIB) of Skyline University
College, students of BBA should perform the internship in any organization for 180 hours, as a
partial fulfillment of program. The FIB, Skyline University College has its ultimate objective of
educating students for professional pursuits in business, industry and government. It is further
dedicated to contributing for increasing the knowledge and understanding of business and public
administration. Accordingly, FIB has been developing networks with business institutes in the
country and abroad to exchange new knowledge, technology and methods for achieving the
higher level of efficiency in business education.
Objectives of the Report

The BBA program sharpens business and management concepts and develops technical
capabilities, which will enable us to analyze and implement business concepts in real world
scenarios. So, one of the objectives of this study is to provide us with an opportunity for learning
as well as implementing the international business concepts learnt in classrooms in a real
organization. One of the essential criteria for successfully completing the BBA program is to
undergo an internship in an organization for a minimum 180 hours, study the relevant areas in
the organization, and prepare a report in the same. The fundamentals objectives of the internship
report are as follows:
To know ticketing and reservation procedure of Air Arabia.
To gain in-depth knowledge about operation activities performed in the company.
To study and analyze the working system of various departments of the company.
To know about the customers responses towards the services provided by the
company.
To mold the classroom theoretical discussions with practical experience to develop the
skills demanded by the competitive job market.
Research Methodology
This internship report is the in-depth study of particular subject or topic backed by the
collection, compilation, presentation and interpretation of relevant data. In this report, both
primary and secondary sources of information are used. It helped to analyze the findings in
meeting the objectives of the study.
Organization Selection
For the completion of the BBA program, Internee had to select an organization that would
perfectly match the requirement as well as help him learn about the real business working
environment. Being the student of international business, Internee selected Air Arabia among
other organizations operating in UAE with the help and suggestion of his teachers as well as
well-wishers. Internee was placed at the main office which is in the Sharjah International Airport,
Cargo Side for his internship.
Duration
As per the course study for Skyline University College, Faculty of International Business
BBA, the student of BBA 8th semester must do the internship of 180 hours of working at any
organization. I got an opportunity to work in Call Center Department from May 21, 2016, to
August 16, 2016, which really helped him to develop practically and interpersonal skills and at
the same time boost up my confidence level. These thirteen weeks has been very fruitful for me
to get the insight of the internal activities of the organization.
Introduction of Airlines Industry

The airline industry offers transportation services via flights for passengers or freight.
Airlines may lease or own an aircraft to provide these services, and at the time may combine
their services with that of another airline for mutual benefits. Airlines in the industry are typically
identified by a license issued to the company by a government aviation committee, or by an air
operating certificate.
The airline industry consists of a variety of different services; from a singular aircraft
utilized to deliver cargo or mail, to the full-service airline that operate internationally with many
different aircrafts. Airlines are classified by the services they offer: inter-continental, domestic,
regional, intercontinental, or international. They may be utilized as charters or scheduled

services.
Airlines are highly leveraged, and as such they must buy or lease new aircraft and
engines on a regular basis, as well as settle on decisions for their fleet, keeping in mind the goal
of meeting market demand while operating a fleet that remains economical for the industry. In
order to maintain the services an airline offers, they must handle the associated costs effectively.
Labor, IT services and networks, aviation insurance, engines, spare parts, fuel, handling services,
training, sales distribution, catering, and equipment are only some examples of the price of
operating an airline.
Most of the profit an airline turns over from ticket sales is used to pay to keep the airline
in business. Airlines are also held accountable for upholding the government regulations that
apply to aircraft. For example, if a passenger boards an international flight without the correct
documentation, the airline has to return the passenger to the initial country
Air Arabia P.J.S.C.

Air Arabia ( ) is a low-cost airline with its head office in the Sharjah Freight
Center, Sharjah International Airport, in Sharjah, United Arab Emirates.
The airline operates scheduled services to 51 destinations in the Middle East, North
Africa, the Indian subcontinent, Central Asia and Europe to 22 countries from Sharjah, 28
destinations in 9 countries from Casablanca, Fez, Nador and Tangier, 11 destinations in 8
countries from Ras Al Khaimah, and 6 destinations in 4 countries from Alexandria.
Its main base is Sharjah International Airport. What distinguishes Air Arabia from many
low cost carriers is that it offers connections to many flights at its base in Sharjah. Air Arabia
also has a hub in Ras Al Khaimah and focus cities in Alexandria and Casablanca.[4] Air Arabia is
a member of the Arab Air Carriers Organization.
Call centers offer a wide range of services:

Customer acquisition: It is one of the effective services offered by call centers.The aim
of this scheme is not only to generate customers but also to allow consumersto contact a
representative to make a purchase. Basically, a business nominates a callcentre to conduct
marketing services on behalf of them.
Customer care: Customer care is one of the common services offered by the call centre.
When a customer buys any product or service from a particular company, they are advised to
contact the customer care division of the call centre. Many companies in the western world
outsource their customer support facility. This in effect reduces the operations cost of hiring new
workforce.
Direct response: It is one of the important services offered by the call centre to the
business. During product advertisement, companies mention a phone number for the customers.
When any call is initiated to this number, the call centre provides adequate information to make
an informed purchase decision.
Business to business: It is a potential call centre solution for any company to generate
business-to-business sales. The role of the call centers in this regard is to reduce cost and provide
resources for a business to beef up its revenue.
Conclusion
AirArabia call centre is a very effective and customer friendly way to give over 2
millions AirArabia customers a professional after-sales service. In addition, all-time informing
customers about products and services in order to enable them to take the right purchase
decisions and no doubt call centre operation is a big opportunity for UAE. The all-important
resources that are needed for Call Center in UAE available here; not only available but also
cheap. But most importantly, expert human resource are vital in order to ensure the development
of the call center industry. In this regard, private companies should come forward to train people
and the government

Internship Report.

Uploaded by

Copyright:

Available Formats

Internship Report.

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Internship Report.

Uploaded by

Copyright:

Available Formats

HAITHAM ALZOUBI, Ph.D.

, Faculty Mentor and Chair

A Dissertation II Presented in Partial Fulfilment

To Dr. Haitham Alzoubi

Subject: Submission of report entitles AirArabia Call Center

Subject: Submission of report entitles AirArabia Call Center

Dear Ms. Noufisa Bouthghourdine

Objectives of the Report

Introduction of Airlines Industry

regional, intercontinental, or international. They may be utilized as charters or scheduled

Air Arabia P.J.S.C.

Call centers offer a wide range of services:

You might also like