Why Can’t I Just up and go? 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 customer of Xtrip (name disguised) booked an airline ticket online but was told that the ticket was invalid while boarding from a foreign airport. The solution provided by the customer service representative did not work, and the customer was nearly arrested by the local police as a suspected fraud. On his return, the customer demanded a written apology from Xtrip to restore his reputation. What should the company do?
Keywords
Acknowledgements
Acknowledgments
The author appreciates the editorial direction provided for revising this paper by Tzung-Cheng (T. C.) Huan, National Chiayi University. Tzung-Cheng (T. C.) Huan is the author of the editorial commentary appearing at the end of this case study.
Citation
Guan, X. and Huan, T.-C.(.C.). (2017), "Why Can’t I Just up and go? 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. 27-32. https://doi.org/10.1108/S1871-317320170000014005
Publisher
:Emerald Publishing Limited
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