Hotel Shuttle Service Fails to Get the Customer to the Airport on Time

Weerapon Thongma
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Weerapon Thongma: Maejo University, Thailand

International Journal of Business and Economics, 2017, vol. 16, issue 2, 241-247

Abstract: I booked the hotel shuttle service to take me to the airport, but a massive gridlock caused the flight to be missed. The driver was not empowered to deal with my grievance, and the hotel did not reach out proactively. I called to complain about the service failure when I got home, but all the hotel offered me was 20% off when I visited the hotel again within the same year.

Keywords: customer grievances; enabled staff; responsibilities; service consistency; quality control (search for similar items in EconPapers)
Date: 2017
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