For example, in gap 1, lack of market information, management may believe that needs are met for empathy and reliability, but in reality many customers have problems with these qualities. Perhaps the biggest problem with most of these concerns is that employees are not properly trained to deal with customers. Employees are not engaging and responding quickly and effectively enough with the customer, which has become a problem. Additionally, the seats should be more comfortable for the customer and the airline should beautify the decor. In gap 2, the service standards gap, it is also evident from the responses given in Table 2 that employees need to be more friendly and polite to customers. They must personalize the customer's experience and make them feel a sense of empathy. This can be done by greeting each customer personally with a friendly smile and being helpful in any way necessary. Empathy is a key element in resolving service standards