Front-Desk Agents Versus Flight Attendants — “Can You Just Check me in?” Resolving Customer Complaints in Hospitality Management
Trade Tales: Decoding Customers' Stories
ISBN: 978-1-78714-279-4, eISBN: 978-1-78714-278-7
Publication date: 28 November 2017
Abstract
A British Airways flight crew arrives after a long flight from London to Chicago to find their hotel rooms are not ready for check-in. The front-desk agents tell them that the hotel is overbooked. The flight crew is asked to wait in the hotel lobby for more than one and a half hours while housekeepers prepare their rooms. Upon returning to London, the pilot complains to British Airways. What should the hotel have done differently to avoid complaints?
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Acknowledgements
Acknowledgments
The author appreciates the editorial direction provided for this paper by Po-Ju Chen. The case study was written by Yang-Su Chen. The editorial commentary at the end of this case was written by Po-Ju Chen.
Citation
Chen, Y.-S. and Chen, P.-J. (2017), "Front-Desk Agents Versus Flight Attendants — “Can You Just Check me in?” Resolving Customer Complaints in Hospitality Management", Trade Tales: Decoding Customers' Stories (Advances in Culture, Tourism and Hospitality Research, Vol. 14), Emerald Publishing Limited, Leeds, pp. 147-153. https://doi.org/10.1108/S1871-317320170000014025
Publisher
:Emerald Publishing Limited
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