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    Case Study

    Easyjet EZS 0908: The nightmare flight (B)

    By Dominique Turpin and Els Van Weering
    3 pages
    December 2000
    Order this case study
    Reference: IMD-5-0583

    Even though easyJet had a refund policy for delays of more than four hours, four days after her experience, Nicole Neuffer had not received any confirmation or apology from the airline. She took her story to the press and it was published in a local newspaper. In the article, an easyJet representative recognized that customers had been mistreated and that refunds would be made. This was confirmed to Nicole Neuffer mid-May when she received a letter from the airline. Before the April incident, she had booked another easyJet ticket but she now was unsure whether she would use it or not.

    Keywords
    Customer Service, Low Budget, Airline
    Settings
    Europe
    April 2000
    Type
    Published Sources
    Copyright
    © 2000
    Available Languages
    English
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    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)
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    This case study is part of a series
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    • Easyjet EZS 0908: The nightmare flight (B)
    • Easyjet EZS 0908: The nightmare flight (C)
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    Easyjet EZS 0908: The nightmare flight (A)
    By Dominique Turpin and Els Van Weering
    Case reference: IMD-5-0582 ©2000
    Summary
    The case describes the experience of Nicole Neuffer, passenger on easyJet's flight EZS 0908 and the airline's subsequent handling of the situation....
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