Case Study

Easyjet EZS 0908: The nightmare flight (C)

2 pages
December 2000
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.

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


Research Information & Knowledge Hub for additional information on IMD publications

Looking for something specific?
IMD's faculty and research teams publish articles, case studies, books and reports on a wide range of topics