Title Airline overbooking : customer (dis)satisfaction and communication challenges / Laura Zizka, Doreen M. McGunagle, Patti J. Clark, Michael Essary

Published London : SAGE Publications: SAGE Business Cases Originals, 2020

Click on the following:
Sage Business Cases

Copies

Description 1 online resource : illustrations Series SAGE Business Cases SAGE Business Cases Summary A frequent and potentially annoying occurrence in airline travel is the overbooking or "bumping" of passengers from flights that in turn affects customer satisfaction. Overbooking policies and the way overbooking is dealt with differs from one airline to another, from the United States to the European Union and beyond. Compensation, either monetary or another form of reimbursement, may ensure higher customer acceptance for overbooking problems. However, communicating overbooking situations, denied booking, and compensation policies in a timely and effective way could be an alternative solution. This case study suggests that customers may not always react negatively to overbooking, and airlines should revisit communication practices and draft new policies to offer customers a transparent procedure and an overall less stressful experience Bibliography Includes bibliographical references and index Notes Description based on XML content Subject Consumer satisfaction -- Case studies Customer services -- Management -- Case studies Airlines -- Management -- Case studies Airlines -- Management Consumer satisfaction Customer services -- Management Genre/Form Case studies Case studies. Études de cas. Form Electronic book Author McGunagle, Doreen M., author Clark, Patti J., author Essary, Michael, author ISBN 9781529722420 152972242X

  Permalink