Step 1: Consider the following scenario: Jose is a frequent flier with ABAirways

Question

Step 1: Consider the following scenario: Jose is a frequent flier with ABAirways. As part of his loyalty, he enjoys preferred seating, reduced or free baggage charges, and occasional upgrades. On a recent trip, Jose's baggage was damaged as it came out of the carousel. He went right away to the ABAirways desk in the baggage claim area and filed a report. Two weeks later he received an email from ABAirways, apologizing for the loss but also stating that ABAirways assumes no responsibility of the damage to the bag.

Step 2: Consider yourself in Jose's position. What thoughts do you think are going through Jose's head? How might these thoughts affect his future travel bookings and his relationship with ABAirways? What kind of resolution do you think Jose was hoping for? How does that compare with reality?

Step 3: Now consider yourself as the ABAirways representative on Jose's case. What thoughts do you think are going through the representative's head? What kind of answer or action do you think the representative should have given Jose? How might this be a conflict from the ABAirways policy? If the representative believes that the policy is flawed and leading to unhappy customers, what kinds of action might be taken to get the policy adjusted? Consider this from the perspective of ABAirways management as well as from the perspective of the representative and the perspective of Jose).

Explanation / Answer

Jose may have expected an apology and some good action which satisfies him.

Next time when he books for the same airways he will have a second thought. He may also not suggest the airways to his friends and family.

Representative of AB Airways can have different justification for his approach. The damage of the bag may be due to the bags quality, the way bag was packed with heavy load.. etc.

If his approach was according to their airways policy he should have convinced the customer.

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