Airline Overbooking: Customer (dis)satisfaction and Communication Challenges
- ISBN-10
- 152972242X
- ISBN-13
- 9781529722420
- Category
- Airlines
- Language
- English
- Published
- 2020
- Authors
- Laura Zizka, Doreen M. McGunagle, Patti J. Clark
Description
A frequent and potentially annoying occurrence in airline travel is the overbooking or "bumping" of passengers from flights that in turn affects customer satisfaction. Overbooking policies and the way overbooking is dealt with differs from one airline to another, from the United States to the European Union and beyond. Compensation, either monetary or another form of reimbursement, may ensure higher customer acceptance for overbooking problems. However, communicating overbooking situations, denied booking, and compensation policies in a timely and effective way could be an alternative solution. This case study suggests that customers may not always react negatively to overbooking, and airlines should revisit communication practices and draft new policies to offer customers a transparent procedure and an overall less stressful experience.
Get the book
Similar books
-
The Global Airline Industry
By Amedeo Odoni, Peter Belobaba, Cynthia BarnhartIn this second edition, many updates have been included to reflect new developments in the airline industry through 2014, including detailed discussion of the low-cost carrier (LCC) and emerging global airline sectors of the industry.
-
Dragged Off: Refusing to Give Up My Seat on the Way to the American Dream
By David Anh DaoThis is his story. If you are moved by immigrant stories, or books like America for Americans, Minor Feelings, How to Be an Antiracist, or The Making of Asian America, then you’ll want to read Dr. David Dao's story, Dragged Off.
-
The Theory and Practice of Revenue Management
By Kalyan T. Talluri, Garrett Van Ryzin, Garrett J. van Ryzin10.2.2.1 Booking Process In a typical large hotel , approximately 60 to 80 % of bookings are made directly with the hotel , either locally , through the Internet , or through a centralized call center . The remaining bookings come from ...
-
Modeling Applications in the Airline Industry
By Ahmed Abdelghany, Khaled AbdelghanyZeni (2001) in his dissertation provides an algorithm to improve forecast accuracy in airline revenue management by unconstraining demand estimates from censored data. Fan and Chi (2004) present a cluster model for flight demand ...
-
Airline Marketing and Management
By Stephen Shaw... the question of using databases in a marketing communications strategy is now a controversial one , with consumer ... It is , though , airlines through their Frequent Flyer Programmes who were amongst the pioneers of this form of ...
-
Fair Revenue Sharing Mechanisms for Strategic Passenger Airline Alliances
By Demet ÇetinerDemet Çetiner. 2.4.3. Overbooking. Overbooking is the oldest revenue management instrument, which has also been used ... airline overbooking started with the work of Beckmann (1958), who proposes a static cost-based model to compute the ...
-
The Evolution of Yield Management in the Airline Industry: Origins to the Last Frontier
By Ben VinodB2B International, downloaded from http://www. b2binternational.com/library/whitepapers/pdf/the_problem_with_ price.pdf Hair, J. S., Anderson, R. E., & Tatham, R. T. (1984). Multivariate data analysis with readings (2nd ed.). New York: ...
-
Quantitative Problem Solving Methods in the Airline Industry: A Modeling Methodology Handbook
By Barry Smith, Cynthia BarnhartPolytechnic University, New York Zeni RH (2001) Improved forecast accuracy in airline revenue management by unconstraining demand estimates from censored data. Ph.D. thesis, Rutgers University, Newark Zhang D, Adelman D (2007) An ...
-
Foundations of Airline Finance: Methodology and Practice
By Bijan VasighMethodology and Practice Bijan Vasigh. Overbooking Overbooking is practiced by airlines to combat spoilage, since ... airline. Under the regulations applicable in many countries, the costs associated with overbooking include meal and ...
-
Travel Marketing, Tourism Economics and the Airline Product: An Introduction to Theory and Practice
By Mark Anthony CamilleriIntermediary, 93, 182 Internet, 10, 31, 57, 93, 96, 97, 105, 107, 113 Interview, 34, 39, 48 J Joint venture agreements, ... 54 Political risks, 52, 55 Pool agreements, 179, 184 Prestige pricing, 139, 144 Price, 13, 21, 32, 33, 57, 112, ...