Case Study

Easyjet EZS 0908: The nightmare flight (A)

6 pages
December 2000
Reference: IMD-5-0582

The case describes the experience of Nicole Neuffer, passenger on easyJet’s flight EZS 0908 and the airline’s subsequent handling of the situation. Nicole Neuffer’s plane was delayed and she was stranded at London Luton airport for more than a night. When she finally arrived at her destination, she found her luggage damaged. easyJet is a low-cost airline that seeks to strike a balance between low costs and adequate service levels. This case and its sequels B, C and D will prompt readers to consider what adequate customer service levels for low-cost service providers really are and how easyJet could have handled the situation.

Keywords
Customer Services, Low Budget, Airline
Settings
Europe
April 2000
Type
Published Sources
Copyright
© 2000
Available Languages
English
Case clearing houses
IMD case studies are distributed through case clearing houses. In order to browse the collection and purchase copies please visit the links below.

The Case Centre

Cranfield University

Wharley End Beds MK43 0JR, UK
Tel +44 (0)1234 750903
Email [email protected]

Harvard Business School Publishing

60 Harvard Way, Boston MA 02163, USA
Tel (800) 545-7685 Tel (617)-783-7600
Fax (617) 783-7666
Email [email protected]

Asia Pacific Case Center

NUCB Business School

1-3-1 Nishiki Naka
Nagoya Aichi, Japan 460-0003
Tel +81 52 20 38 111
Email [email protected]

Contact

Research Information & Knowledge Hub for additional information on IMD publications

This case study is part of a series
  • Easyjet EZS 0908: The nightmare flight (A)
  • Easyjet EZS 0908: The nightmare flight (B)
  • Easyjet EZS 0908: The nightmare flight (C)
This case study is part of a series
  • Easyjet EZS 0908: The nightmare flight (A)
  • Easyjet EZS 0908: The nightmare flight (B)
  • Easyjet EZS 0908: The nightmare flight (C)
Discover our latest research
IMD's faculty and research teams publish articles, case studies, books and reports on a wide range of topics