This 3 page paper examines the case study. The focus is on customer service and how the initial airline could have done better by providing more attention to consumer needs than to security. No bibliography.
Name of Research Paper File: RT13_SA548air.rtf
Unformatted Sample Text from the Research Paper:
to go through security again because as it turns out, screening machines were unplugged the first time around. Although McPherson had to get a connecting flight, and this flight was
delayed, he was flying first class. In the past, he had been able to get special privileges by paying for the premium ticket and remembers a time when on pilot
called another to hold the flight for him. Those are the perks that sometimes come with first class ticketing and he was especially pleased with the airline he was flying.
This time, while the flight was delayed, he still had enough time to make the connecting fight and indeed, he made it to the gate on time. However, the
flight was pulling out a few minutes early. While he even tried to stop the plane from talking off without him, it was to no avail. He would have to
get the next flight and would be late for his meeting. He was angry. Yet, he would make the meeting late. Soon, the plane would arrive to take him to
his destination, but there was a mechanical problem with the second plane and it could not fly. McPherson would miss his meeting entirely, a meeting that had been planned for
three months in Britain. After he missed the meeting, he realized he would not be due in London at all and could skip that flight and go right to Germany.
Everything went well on that flight which was scheduled with another airline. Close to the end of the case study, there is a suggestion that information technology played an enormous
role in the outcome of his flight and that he planned to use the experience at his next lecture. The environment in which the British airline would do business