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The Missing Electronic Passenger Ticket: 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

Wang Hui booked an electronic ticket on Eyesjuant (name disguised) from Guangzhou to Beijing for a flight departing at 2 pm. However, when he arrived at the airport, he could not check in and was informed that there was no booking information for him on the file. He called the customer service representative of Eyesjuant. The representative told him that his booking had been sent to the airlines again and he would be able to check in at this point. When he returned to the counter, there was still no booking information. With only one hour before the plane was scheduled to take off, he again made the phone call asking Eyesjuant for help to solve this problem. What should the Eyesjuant’s service representative do?

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Acknowledgements

Acknowledgments

The author appreciates the editorial direction provided for revising this study 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

Li, Y. and Huan, T.-C.(.C.). (2017), "The Missing Electronic Passenger Ticket: 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. 33-38. https://doi.org/10.1108/S1871-317320170000014006

Publisher

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Emerald Publishing Limited