British Airways Service Recovery (A)
Subject
Strategy and Entrepreneurship, Management Science and Operations
Authors / Editors
Voss, C A
Biographies
Publication Year
2005
Abstract
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
CS-05-007
Project Funder
ERC Advanced Grant
Available on ECCH
No
