Problems in English communication among ground handling staff at a budget Thai airlines company

As the worldwide language of communication between persons of different cultures and languages, the English language is essential for international commerce. Those who work in the tourism industry must contact often with foreign customers, demanding a solid foundation in English. The purpose of this study was to examine the communication problems between ground handling staff and international passengers. The difficulties were categorized according to listening and speaking proficiency. In addition, the study aimed to ascertain the listening and speaking strategies adopted by the ground staff while experiencing communication problems.Using the survey approach with purposive sampling method, 27 questionnaires were distributed to all group members of the ground handling service staff of a Bangkok-based premium economy airline company. The questionnaire was comprised of closed-ended questions on a five-point Likert scale that inquired about the participants' problems communicating in English and their strategies for overcoming English listening and speaking difficulties. The data were analyzed using Microsoft Excel and are reported as level of problem and frequency of employed strategies, percentages (%), Mean (M), and Standard Deviation (SD).Even though they were able to communicate with international passengers, this study suggested that the ground handling staff needed to improve their English skills. Improving their English skills might assist them in avoiding conversational mistakes and misunderstandings. In addition, improving their English might save them time and make international passengers satisfied. In addition, their organization should provide English classes at the workplace to develop the English communication skills of their employees; this will raise the efficiency of the workforce and the efficacy of the organization.