To read this content please select one of the options below:

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?

Keywords

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