Ivey Publishing
Euro-Air (Revised) (Simplified Chinese version)
Product Number:
9B15MC029
Publication Date:
03/05/2015
Revised Date:
03/05/2015
Length:
5 pages (2 pages of text)
Product Type:
Case (Gen Exp)
Source:
Ivey
A North America-based representative of a major European airline has just received a letter from an unhappy customer detailing a very large number of service problems. A quick check had revealed that this premium-paying customer's complaints were all valid. A meeting is planned with the customer. Before this, the airline representative must decide (A) what to say in response, and (B) what, if any, compensation should be offered. Internally, there was a need (C) to resolve what their organization should learn from this experience, both from a subsidiary and parent company perspective, and the implications on their participation in the Crown Alliance. This case raises many important questions regarding service recovery, communications, and non-equity alliances.
Issues:
Disciplines:
General Management/Strategy,  International
Industries:
Transportation and Warehousing
Setting:
Europe/Canada, Large, 1999
Intended Audience:
Undergraduate/MBA
Price:
$4.25 CAD / $4.25 USD Printed Copy
$3.75 CAD / $3.75 USD Permissions
$3.75 CAD / $3.75 USD Digital Download
Associated Materials
Use With: 9B15M029 (6 pages)
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