Case Study

Easyjet EZS 0908: The nightmare flight (B)

3 pages
December 2000
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.

Customer Services, Low Budget, Airline
April 2000
Published Sources
© 2000
Available Languages
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