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Case Study

Easyjet EZS 0908: The nightmare flight (C)

By Dominique Turpin and Els Van Weering

2 pages

December 2000

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Reference: IMD-5-0584

Six weeks later, Nicole Neuffer decided to use her previously booked ticket but had to cancel her trip because her father died the day before. easyJet replied negatively to her request for a refund.Two more weeks later, she embarked on a Crossair flight. Crossair was a regional airline owned by Swissair. This time Crossair had delays as well. The case describes how the airline dealt with the problem very differently from easyJet on April 4.

Keywords

Customer Service, Low Budget, Airline

Settings

Europe
April 2000

Type

Published Sources

Available Languages

English

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