GlobalEuropeAir

Julie Bordeau

Journal of Global Scholars of Marketing Science, 2016, vol. 26, issue 4, 311-314

Abstract: A customer booked airplane tickets and experienced cancellation of the flight by the company; she is now struggling to find another flight that corresponds to her expectations and needs for the same price. This story deals not only with the issues of communication a company can have toward its clients but also with the lack of flexibility to change the initial ticket. The case shows also how the service rep can lack alternatives to offer to customers in such circumstances. When an airline cancels a flight, customers are often disadvantaged. It is very difficult for a customer to find a similar ticket with the same price after such an inconvenience is caused by the airline. This story deals not only with the issues of communication a company can have toward its clients but also the lack of flexibility to change the initial ticket and the lack of options (propositions) the service representative can offer the customer.

Date: 2016
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DOI: 10.1080/21639159.2016.1207848

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