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British Airways Service Recovery (A)


Strategy and Entrepreneurship, Management Science and Operations

Authors / Editors

Voss, C A


Publication Year



It was 13.30, January 8th 2001 in Vancouver International Airport. Professor Chris Voss was checking in for his flight to London that had been scheduled to leave at 20.20 the previous evening. He had just received his boarding card and a meal voucher for $Can11.00 as the plane had been delayed further until 16.20. Although very annoyed and inconvenienced by the 20 hour delay, he thought; “at least there is one positive aspect, in two weeks time I am teaching a class on service recovery and I can observe how BA handle this and use it as a good or bad example.”

LBS Case Number


Project Funder

ERC Advanced Grant

Available on ECCH


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