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Book Cover
E-book
Author Zizka, Laura, author

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

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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