Opaque Web practices among low-cost carriers

Ann M. Torres, Chris Barry and Hogan, Mairéad

Journal of Air Transport Management, 2009, vol. 15, issue 6, 299-307

Abstract: The low-cost airlines' adoption of Web technologies to facilitate direct sales has accelerated their market penetration. However, some low-cost carriers are increasingly using Websites to create distance between themselves and their consumers in specific areas of their operations, while simultaneously developing excellence in sales transaction completion via self-service. The ‘opaque’ practices many low-cost carriers employ appear to be intentional design features and are contrary to the ethos of designing a ‘good system’ to facilitate the full spectrum of customer service. As a result, the low-cost sector has come under increased scrutiny for engaging in unfair practices and violating consumer protection law.

Keywords: Low-cost carriers; Usability; Information systems; On-line trust; Marketing; Consumer protection; Regulation (search for similar items in EconPapers)
Date: 2009
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:15:y:2009:i:6:p:299-307

DOI: 10.1016/j.jairtraman.2009.02.003

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