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British Airways Service Recovery (C)


Management Science and Operations

Authors / Editors

Voss, C A


Publication Year



On Wednesday 8th August 2001, Professor Voss was reviewing the progress of a problem that he had had with booking a ticket on the Internet. He had originally written to BA customer services on July 18th and had still not received any acknowledgment or other reply from them. Following the experience described in the BA Service Recovery “B” Case Study, Professor Voss’s niece had safely departed. At the Airport, she had double-checked whether it was possible to get a ticket to return on her preferred date – July 30th. She was told that this would cost £305. She did not change her ticket. The following day, July 21st, Professor Voss while checking his credit card statement, found that his credit card had been debited for £215 for the booking that BA had claimed had never been made. He immediately telephoned BA and was informed that no one knew why or how this had happened. He was advised to contact the refund department, either by Fax or by Letter. He decided to send a fax describing in full detail what had happened, with a copy to customer relations.

LBS Case Number


Project Funder

ESRC International Training and Networking 2009

Available on ECCH


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