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AAdvantage 149                    Air New Zealand 59
Abuse of a Dominant Position      Air Services Agreements 53-54,
   254                               138, 162, 183
Accidental no-shows 170           Air Seychelles 133
Advanced Purchase Fares 195       Air Traffic Control 61, 62, 84
Advanced Turbo-Prop (ATP)         Airline Deregulation Act 52
   143, 155                       Airport Co-ordination Ltd 62
Advertising 279-287               Airport service 172-173
Advertising Life Cycles 286       Aldi 88, 89
Advocate Relationship 242, 243-   Alitalia 61
   244                            Alliances 110-117
Aer Lingus 125, 160               ‘All Business Class’ 66, 130-133,
Ageing population 65-66              233
Agency Selection 280-282          Al-Qaeda 50-51
Airbus 115, 121, 160, 163, 178    Amadeus 84, 116, 219, 275
Airbus A318                       American Airlines 109, 110, 116,
Airbus A319 94, 132                  117, 126, 131, 149, 165, 216,
Airbus A320 123, 148, 149, 160,      217, 218, 219, 223, 249
   173                            ‘Ancillary Revenues’ 97
Airbus A330 32, 39, 133, 165,     Ansett Airlines 52
   173, 177                       Ansoff Matrix 156-158, 180
Airbus A340 32, 163, 165, 173,    Anti-Trust Immunity 110
   177                            Apollo 217
Airbus A350 32                    “Apparent” Needs 11-12, 30,
Airbus A380 84, 106, 161, 165,       233
   177, 178                       Asda/Walmart 209, 230
AIDA Model 257-258, 271           Atlasair 86, 178
Aircraft utilisation 38-39, 101   ATR 72 155
Air Asia 91                       Australian Airlines 52
Air Berlin 222                    Austrian Airlines 234
Air Canada 59, 101, 115, 126,
   160, 264                       Barriers to Entry 78-81
Air Europe 238                    Belly–hold capacity 45-47
Air France 56, 59, 61, 64, 110,   “Betrayal Factor” 273
   132, 143, 180, 225, 232        BMI Baby 101
Air Freight Forwarders 21, 22,    BMW 228, 237
   86, 92, 223-225, 288           Body Shop 229
Air Mauritius 133
318 Airline Marketing and Management


Boeing 83, 105, 121, 144, 160,         Cendant Corporation 219
   164, 178                            Channel Tunnel 155
Boeing 707 177                         Chapter 11 Bankruptcy 60, 126,
Boeing 717 144                            199
Boeing 737 94, 123, 132, 148-          Charleroi Airport 104
   149, 160, 173                       Charter Airlines 38, 101, 133-
Boeing 747 84, 164, 165                   135, 188, 208
Boeing 747F 176                        Chartered Institute of Marketing
Boeing 757 131, 160, 176                  1
Boeing 767 164, 173                    Chicago Convention 53
Boeing 777-300ER 32, 164, 173          Civil Aeronautics Board 52
Boeing 777-200LR 32, 163               Climate Change 73-74
Boeing 787 32, 166                     Club World 231
Bombardier Dash 8 155, 173             CN Touristic 134
Boston Box 151-156, 180                Coach Class 65
Boston Consulting Group 152            Code-sharing 108, 111-112, 128
Brand 209, 226-241                     Combi aircraft 178-179
Brand positioning 232-236, 261         Commissions 81, 92, 125, 147,
Brand stretching 229, 238-239             206
Branson, Sir Richard                   Commodity 209, 226-227, 240
British Aerospace 143                  Communications Mix 260, 263,
British Airways 24, 56, 59, 64,           290
   66, 77, 101, 109, 110, 117,         Concorde 132, 143, 232
   118, 125, 131, 132, 133, 143,       Connexion-by-Boeing 144
   144, 161, 169, 180, 201, 217,       Consolidation 21
   231, 232, 249                       Consolidators 19, 20
British Caledonian 138                 Consumer 9
British Midland Airways 94, 96         Consumer Marketing 2, 48
“Bucket Shop” 20, 82                   Continental Airlines 109, 110,
Bulk Unitization Programme 204            172
Business Class 10, 31, 33, 66,         “Controllable” costs 201
   70, 77, 91, 99, 118, 123, 144,      Copywriting 270-272
   159-160, 161, 174, 182, 186-        Corporate Business Traveller 24,
   187, 214, 228, 250, 252, 266           28, 37
Buyers 14                              Corporate Travel Manager 150
                                       Cost-per-Thousand (CPT) 283
“Cabotage” 53, 78                      “Cost Leader” airlines 18, 32,
Carbon Trading 74                         87-88, 89-105, 114, 122, 124-
Cash Cows 154-155                         125, 127, 134, 154, 158, 217,
Cathay Pacific 110, 117                   221, 292
“Cattle Truck Handling” 95             Creative strategies 283-286
CDG Airport 95                         Cross-border Ticketing 98
                                                           Index 319


Customer 8-11, 19, 20-22, 23-25,   “Earn-and-Burn” rights 112, 249
  48, 81                           Easyjet 28, 53, 85, 91, 94, 95,
Customer relations 175, 244,          99, 221, 222
  246-248                          Economic Market Investor
                                      Principle 60
Dallas Love Field Airport 94       Economic Perishability 43-44
“Dash-for-Cash” 198-199            Economies of Scale 79-80, 85,
Database Marketing 265-273            111, 147, 189
Deciders 12                        Economies of Scope 111
Decision Making Unit (DMU)         Embraer 123, 168
Decline Phase 147-148              Emergency Traffic 42-43, 44
Deep Vein Thrombosis (DVT)         Emirates 106, 111, 172
   39, 103                         Engine Alliance 153
Deliberate No-shows 170            Environmental taxation 72
Delta Air Lines 60, 101, 109,      Eos Air 131, 232
   110, 117, 126, 193, 214, 219,   Eupo-Air 82
   232, 249, 252                   European Commission 104
Delta Express 101                  European Court 54
Demographics 35-37                 European Low Fares Airline
Denied Boarding Compensation          Association 105
   172                             European Parliament 104
Department of Transportation 99    Excel Airways 134
Deregulation 28, 51-56, 140,       Expedia 216
   182-183, 208                    Eva Airways 24
Design density 176
Destroyer relationship 242         Fairlines 130
DFW Airport 94                     Federal Aviation Act 52
DHL 93, 204                        Federal Express 55, 93, 129-130,
Differential Pricing 186-194,         157, 204
   205                             Field sales team 274-279
Differentiation 87-90, 105-110,    First Class 9, 10, 33, 65, 66, 70,
   114, 158, 293                      118, 159-160, 161, 174, 182,
Directional imbalances 40             186-187, 214, 250, 252
“Disintermediation” 86-87          “First Mover Advantage” 106
Disney 19 , 228                    “Five Forces” 76-87
Diversification 137-138            Fleet commonality 93
Dogs 155-156                       Focus strategies 89-90, 129-135
“Do-Nothing Case” 157              Fokker 154, 238
Dusseldorf Airport 132             Ford 218
                                   Four Corners Travel 144
                                   “Four Ps” 2-3
                                   Franchising 239-240
320 Airline Marketing and Management


Frequency 11, 30, 31, 42, 233          Independent business traveller
Frequent Flyer Programmes 3,               24, 28, 68, 91-92
   11, 18, 30, 33, 35, 83, 108,        Industrial buying behaviour 12-
   113, 122, 128, 131, 149-150,            15
   239, 241, 248-256, 265, 268,        Industrial Marketing 2
   293                                 In-flight service 31-34, 173-174
Freight-of-all Kinds(FAK)pricing       In-flight surveys 27, 175
   204                                 Influencers 15
Freighter aircraft 42-44               Innovators 150
                                       Insurance costs 45
Galileo International 84, 116,         Integration 267
   219, 275                            Integrated carriers 21, 83, 223
Gatekeeping 12-13, 272-273             International Standards
Gatwick Airport 95, 124                    Organisation (ISO) 176
General Cargo Rates 203                Internet 71, 82, 91, 125, 134,
General Electric 153, 154                  214-217
General Electric Capital Aviation      Islip Airport 94
   Services (GECAS) 207
GF-X 224                               Jetblue Airways 94, 95, 193, 222
Global Distribution Systems            Jetstar 101
   (GDSs) 56, 71, 99, 101, 108,        Jetstream 61 155
   112, 116, 125, 184 , 217-233,       JFK Airport 94, 95
   239, 275                            Joint purchasing
Global warming 72                      “Just-in-Time” 45-47
Go 125                                 “Jugular Marketing” 128
Gol 91
Google 210, 223                        KLM 56, 109, 110, 160
Grandfather Rights 62-63, 78,          Korean Air 58
   122, 124, 138, 162, 169
Growth Phase 146                       Laggards 150-151
                                       Laker Airways 232
Hapag-Lloyd Express 134                LaGuardia Airport 94
Heathrow Airport 62, 124, 169          Landing Fees 94-95, 101
Hub-and-Spoke 57, 163-164              Lauda Air 234
                                       Learning curves 80, 146, 147
IATA 28, 105, 114, 183, 200,           “Legacy” airlines 1, 58, 101,
   203                                    106, 117-129, 190, 191, 192,
Iberia 56, 125                            193, 194
IKEA 88                                Lifetime Value 241
ILFC 207                               Logistics 7-8, 22, 46
Imitative buying 143                   “Lost-in-the-Middle” 87, 89, 135
                                                           Index 321


Low Cost Carriers 1, 132, 170,     OneWorld 110, 111
   191                             On-line connections 108
Lufthansa 59, 64, 115, 128, 132,   “Open Skies” agreements 54, 110
   133, 144 , 157, 160, 249, 255   Operating emergency 42
                                   Orbitz 216
McDonalds 228                      Overbooking 170-172
McDonnel-Douglas 160               Oversegmentation
Malaysia Airlines 59               Operating Lease 141
Market segmentation 22-27, 40-     Opodo 216
  42, 48                           Orly Airport 62, 95
Marketing – definition 1
Marketing emergency 42             Packaging costs 45
Marketing Mix 2, 147               Panalpina 87
“Marketing Myopia” 7, 48           Pan American 237, 249, 252
Marks and Spencer 89, 90           Passenger Rights 104-105
Marlboro 230, 236                  Percentage-of-Revenue Method
Maturity phase 146-147                260
Maximum stay conditions 195        PESTE Analysis 4, 49-50
Maxjet Airways 130-132             Physical perishability 43
MD-11 176, 177                     Porter, Michael 76 , 82, 104, 105
MD-80 160                          Porter’s Five Forces 74-83
Media buying 282-283               Point-of-sale service 168
Media relations 273                Power of Customers 78-81
Mercedes 228                       Power of Suppliers 81-83
Metroair 101                       Pratt and Whitney 153, 154
MGM Grand Air 130                  “Preferential” fares 197
Microsoft 92, 216                  Premium Economy 10, 131
Midway Airport 94                  “Premium Traffic” 65, 66, 118
Minimum Charge 190                 “Presenteeism” 69
Minimum stay conditions 194        Privatair 132
“Miles-and-More” 132               Privatisation 58-60
Monarch Airlines 134               Product Life Cycle 36, 43-44,
My Travel Lite 134                    103, 142-151, 180, 255, 286
                                   Psychographics 35-37
Newark Airport 94                  Punctuality 29, 34, 166-167,
Northwest Airlines 60, 109, 110,      175, 233, 235
  160, 219
                                   Qantas 264
OAG 28                             Quality control 174-177, 245,
Qantas 59                            246
O’Hare Airport 94                  “QC” (Quick-Change) aircraft
Olympic Airways 61                   178-179
322 Airline Marketing and Management


Rackham, Neil 258                      Single Aviation Market 53, 60,
Relationship Marketing 35, 68,            77, 91, 183
   241-256                             Skyteam 110, 111, 232
Reservations 160-161                   Skytrain 232
Retailers 207                          Slot Allocation 61-64, 79, 153,
“Retreat-to-core” 123-124                 292
Revenue Dilution 196                   “Slot Co-ordinator” 62
Revenue Management 4, 98,              Smith, Fred 157
   120, 121, 169, 184-186, 191-        Snowflake 101, 232
   192, 199-200, 205                   Song 101, 232
Rogers E.M. 139                        Southwest Airlines 28, 90, 94,
Rolex 228                                 95, 96, 99, 100-101, 119, 138,
Roll-on/Roll-off 41                       221, 222, 233
Rolls-Royce 89, 153, 154               South African Airways 125
Routine perishable traffic 43-44       Specialisation 137-138
Routine Non-perishable Traffic         Specific Commodity Rates 203-
   44-48                                  204
Ryanair 28, 53, 91, 94, 95, 99,        Spey Engine 154
   103, 104, 119, 125, 221, 222        SPIN Cycle 258-259
                                       Sponsorship 233, 235, 263-265
Saab 2000 143                          Standby fares 170, 196-197
Sabena 61, 117                         Stars 153-154
SABRE 84, 116, 217, 219, 223,          Star Alliance 110, 111, 115, 232,
   275                                    255
Safety stock 46, 47                    Start-up Economics 80
SAGA 67                                “State Aid” 60, 104, 135
Sainsbury’s 209, 230                   Status goods 145
Sales budget 245-248                   Stansted Airport 132
SARS 117                               Strasbourg Airport 104
SAS 101                                Substitution 77-78
Schedules planning 154-158             “Sum-of-sector-fares”
Schiphol Airport 95                    Superprofits 57, 208-211, 229,
Scope Clauses 128                         230
Seat pitch 101, 133-134, 159,          Swiss International Airlines 132
   186-187                             Swissair 117, 160
‘Seventh Freedom’ 55                   Switching costs 81-82, 83
Selling 5
Shipping Manager 22                    Tango 101
Shuttle 169-170, 237                   Tariff Co-ordination 114, 183
Shuttle-by-United 101                  Task-based Method 261, 290
Singapore Airlines 106, 117, 166       Tay Engine 154
                                       Terrorism 50-51
                                                           Index 323


Tesco 90, 209, 230                  Upper Class 231
Thai International 174              UPS 55, 93, 129-139, 204
Ticket flexibility 29               US Airways 101, 109, 126, 169
“Ticketless Travel” 169             Users 14
TNT 93, 204
“Tourism Saturation” 75             “Value Added” focussing
Trade cycle 64-66, 118, 121,        Valujet 103
   201, 253210, 234, 239            Van Cleef and Arpel 228
Traffic Rights 138, 153             VARIG 58
Trailfinders 82                     Videoconferencing 7,70-71, 77`
Transatlantic Common Aviation       Virgin Atlantic Airways 10, 111,
 Area (TCAA)                           131, 172, 231, 238
Trans-Australia Airlines 52         Virgin America 238
Transfer connection                 Virgin Blue 53, 91, 238
Travel agents 17-18, 85, 91, 208,   Visiting-Friends-and-Relatives
   210, 211-217, 221-222, 231,         (VFR) 25
   276, 293
Travelodge 88                       Wardair 238, 239
Travelocity 216                     Warehousing costs 288
Treaty of Rome 55, 199              “War-on-Terror” 50, 117, 123
True needs 11-12, 16, 30, 232       Westjet 91
TUI 134                             Wet leasing 86, 178
TWA 219, 249                        Wholesalers 207
                                    Wildcats 152-153
Uncontrollable costs 201            “World Offers” 234
Uniform Pricing 186-194, 205        Worldspan 84, 219
Unique Selling Proposition          World Traveller Plus 161
  (USP) 273
Unit Load Devices (ULDs) 86,        Yield Improvement Programme
  180, 204                             (YIP) 200-201
United Airlines 60, 65, 101, 109,
  114, 126, 131, 249, 255           Zip 101

				
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