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There are several horror stories of service failures in almost every industry, from problematic products to inefficient customer service employees. The service failure I will share is not something I experienced first-hand. However, because I believe the actions of the service provider can fully illustrate the point of this week’s topic I have chosen to share my friend’s experience instead of mine…
The sale date was July 2013 and the relatives were supposed to fly out in January of 2014. Last month, my friend’s sister who had also bought a ticket during the promotional period reported to her that she and her husband needed to re-schedule their flight. Apparently, the airline had cancelled all morning flights for that route. Affected passengers were given the chance to move their trips to the afternoon or another day for free. After a couple of weeks, my friend herself received an email from the airline informing her that they were completely getting rid of that route altogether. There was no mention of a refund for any affected passengers. My friend and her husband have written the airline asking for a refund on all eight tickets she had bought for her family. They are still waiting for a response. Service failure is manifested in this situation because of several points. First, the airline company failed to inform their customers of the change in their flight schedule when they cancelled morning flights. According to my friend, there was no notice made in the media. Second, the company again made the mistake of cancelling the route altogether without due notice to the public. ...
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