For example, in gap 1, the market information gap, management may think that needs are met in terms of empathy and reliability, but in reality many customers they have problems with these qualities. Perhaps, the main problem with most of these concerns is that employees are not trained properly to deal with customers. Employees do not engage and respond quickly and efficiently enough with the customer and this has become a problem. Furthermore, the seats should be more comfortable for the customer and the airline should spruce up the decor. In gap 2, the service standards gap, it is also evident from the responses provided in Table 2 that employees need to be more friendly and polite to customers. They need to personalize the experience for the customer and make them feel a sense of empathy. This can be done by greeting each customer personally with a friendly smile and being available in any way needed. Empathy is a key component in resolving service standards