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Airline overbooking : customer (dis)satisfaction and communication challenges /

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...

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Bibliographic Details
Main Authors: Zizka, Laura (Author), McGunagle, Doreen M. (Author), Clark, Patti J. (Author), Essary, Michael (Author)
Format: eBook
Language:English
Published: London : SAGE Publications: SAGE Business Cases Originals, 2020.
Series:SAGE Business Cases.
Subjects:
Consumer satisfaction > Case studies.
Customer services > Management > Case studies.
Airlines > Management > Case studies.
Consommateurs > Satisfaction > Études de cas.
Service à la clientèle > Gestion > Études de cas.
Compagnies de transport aérien > Gestion > Études de cas.
Airlines > Management
Consumer satisfaction
Customer services > Management
Electronic books.
Case studies
Case studies.
Études de cas.
Online Access:Connect to the full text of this electronic book
Description
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.
Physical Description:1 online resource : illustrations.
Bibliography:Includes bibliographical references and index.
ISBN:9781529722420
152972242X