1 option
Airline overbooking : customer (dis)satisfaction and communication challenges / Laura Zizka, Doreen M. McGunagle, Patti J. Clark, Michael Essary.
- Format:
- Book
- Author/Creator:
- Zizka, Laura, author.
- McGunagle, Doreen M., author.
- Clark, Patti J., author.
- Essary, Michael, author.
- Series:
- SAGE Business Cases.
- SAGE Business Cases
- Language:
- English
- Subjects (All):
- Consumer satisfaction--Case studies.
- Consumer satisfaction.
- Customer services--Management--Case studies.
- Customer services.
- Airlines--Management--Case studies.
- Airlines.
- Physical Description:
- 1 online resource : illustrations.
- Other Title:
- Airline Overbooking
- Place of Publication:
- London : SAGE Publications: SAGE Business Cases Originals, 2020.
- 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.
- Notes:
- Includes bibliographical references and index.
- Description based on XML content.
- ISBN:
- 1-5297-2242-X
- 9781529722420
- OCLC:
- 1141341863
The Penn Libraries is committed to describing library materials using current, accurate, and responsible language. If you discover outdated or inaccurate language, please fill out this feedback form to report it and suggest alternative language.