Although FaceIT® is a new technology, it has been trialled by a smaller airline, Whyalla Express. Oneof FaceIT® sales managers interviewed two customer service officers from Whyalla Express, Clancyand Jasper, and summarised their experiences as follows:Clancy:One of the most useful features of FaceIT® at Whyalla Express is that a customer whose flight hasbeen cancelled can just step into one of those neat little kiosks and the software will automaticallyrebook her to another flight. In the past, customers often argue with me about booking the nextavailable flight after a cancellation. I recall one customer who was unhappy that her flight wascancelled and the new flight I rebooked for her had two extra stops via Darwin and Perth, adding 20hours to her trip. I had to search high and low to find her another suitable flight, and that took forever!And was she grateful? Nope, not even a thank you! But now with FaceIT®, when customers complainto me about the rebooked flight, I can simply tell them that the system makes the booking automaticallyand there is nothing I can do to change their route. It is out of my hands!To be honest, I don’t really understand why some customers get rebooked to the next flight and evenget an upgrade for their trouble, whereas other customers get rebooked to a flight a few days later andsometimes their luggage won’t get there for another day. Just like I don’t get why some customerswhinged to me about their overweight luggage charges and others seem to take a ton of luggage withthem for free. I think this has something to do with the customers’ status in our rewards program – youknow, our WhyFly program where customers can earn rewards points shopping? I think you can alsouse rewards points earned from flying to buy things. But the WhyFly program is another divisionaltogether, so I don’t really know how it all works. Another possible reason may be that there are someregulatory requirements I don’t know, like last week, a police escorting some evil looking criminal toSydney gets their flight rebooked immediately.Jasper:The FaceIT® kiosks are usually very reliable, but occasionally mixes up passengers from the samefamily. There was this one time where a family of triplets travelled together – the system got soconfused! Luckily, I could step in and simply check-in the whole family manually. The other issue isthat because the object recognition technology is not very good with some luggage brands. When apiece of luggage is not recognised, I have to call a technician to come in, key in their passcode, andmanually entre the luggage brand or adjust the camera so that it faces the luggage in a particular way.To be honest I could have done that myself, but because I don’t have the passcode, customers willhave to wait for a while for a technician to show up. I have previously suggested to management thatwe should ask FaceIT® to fix the problem, but as usual management is not keen to hear our thoughts.So, what I do these days is to simply steer any passenger with certain type of luggage away from thekiosks and check them in manually.Required:Do you think the FaceIT® system implemented at Whyalla Express is an enabling or coercive system?Explain your answer. Your answer should discuss the four design features that distinguish coercivesystems from enabling systems.

Since the pandemic, Qantas has faced criticisms about long waiting time at airport and lost baggage.Assume that FaceIT®, a local start-up company, has approached Qantas to customise their newlydeveloped facial recognition technology to facilitate a better customer experience at Sydney airports.Specifically, when a passenger arrives at Sydney airport departure area, she can approach a FaceIT®kiosk, which uses a camera to scan her face and compares the image to a passport/driver license photothat the passenger has previously uploaded to the system. Once a match is confirmed, the passenger isautomatically checked in. The camera can also use an object recognition software to scan thepassenger’s luggage and link the luggage to her passenger information, without the need of a luggagetag. If the luggage is over the standard weight, the system calculates an overweight baggage fee andcharges it directly to the passenger’s pre-registered credit card. Furthermore, when a luggage is lost, apassenger only needs to approach a FaceIT® kiosk to scan her face to find out where her luggage issent to and when she can receive the luggage. In the event that the system cannot locate her luggage,the passenger will automatically receive a standard compensation amount credited to her credit card.As a result of this technology, the entire check-in time will take 10 seconds for a passenger with noluggage, or approximately 30 seconds for a passenger with luggage. FaceIT® has a facial recognitionaccuracy rate of 99.1%-99.8% (depending on demographic characteristics such ethnicity and gender),and an object recognition accuracy of approximately 98.9%.Required:Based on the above information, and drawing on your analysis on Qantas (including its environment,resources and capabilities, and strategy), apply the TOE framework to discuss factors that Qantasshould consider when deciding whether to adopt the FaceIT® technology.

A flying-start siteGroup of answer choicesis the most commonly adopted option for companies with disaster recovery plans.is arranged through a service bureau.involves mirroring of transactions at the primary site, followed by transmission of data to the backup site.usually cannot be made operational within 24 hours. Flag question: Question 8

Cheapair is a low cost airline which achieved considerable success in the market by offering single class travel at very competitive prices. The company stressed that the value of the basic product was in its affordability, and that no ‘extras’ would be offered unless the customer was prepared to pay for them. Cheapair adopted a confrontational approach to customers who complained, sometimes ignoring their complaints and even occasionally refusing to offer refunds to which customers were legally entitled.After major shareholders raised serious concerns about the company’s attitude to customers at a stormy Annual General Meeting, Cheapair decided to change its approach and sought to align itself more with the demands of customers.The change in policy of Cheapair is an example of which of the ‘four Ps’ of innovation? ParadigmProductProcessPosition

Think of British Airways’ #FuelledByLove campaign and the video you saw. According to you, what was the brand truth in this case?Being an airline that has top-notch services & a well-trained, friendly cabin crew that is partial towards British passengersBeing an airline that has top-notch services & a well-trained, friendly cabin crew that is partial towards Indian passengersBeing an airline that has top-notch services & a well-trained, friendly cabin crew that dislikes British passengersBeing an airline that has top-notch services & a well-trained, friendly cabin crew that welcomes all nationalities

ComprehensionAirbnb is one of the largest providers of a platform for hosts to accommodate guests with short-term lodging and tourism-related activities. The company provides an online booking platform which allows people to let out their property (house/private rooms/hotel room) to others for a short duration. Guests can search for lodging using filters such as lodging type, dates, location and price, and can search for specific types of homes, such as bed and breakfasts, unique homes, and vacation homes.Recently, the company is moving forward from an accommodation booking platform to a platform that allows its customers to book local experiences and restaurants. It has also introduced Airbnb Plus homes which lists quality and design-verified properties. The company has also created an online community through OpenHomes which provide temporary housing for individuals affected by a disaster, for medical relief and to Refugees.Airbnb is also planning to slowly become an all-in-one travel platform. It could be profitable if they partner up with other brands and provide travel and holiday packages along with homestay and rich local experiences.Question 1/3MandatoryFirst HorizonWhich of the following is the most accurate definition of the core business of Airbnb marking its first horizon?To attract customers by marketing the features of a homestay.To provide an online platform that allows people to let out their property for a specific duration.To engage customers in a rich experience of enjoying a comfortable stay.To replace hotels with Airbnb properties.