Chapter 22 Front-Desk Agents Versus Flight Attendants — “Can You Just Check me in?” Resolving Customer Complaints in Hospitality Management

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?

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Year of publication:	2017
Authors:	Chen, Yang-Su ; Chen, Po-Ju
Published in:	Trade Tales : Decoding Customers' Stories. - Bingley : Emerald Publishing, ISBN 978-1-78714-278-7. - 2017, p. 147-153
Subject:	Beschwerdemanagement \| Complaint management \| Beziehungsmarketing \| Relationship marketing \| Dienstleistungsqualität \| Service quality \| Gastgewerbe \| Hospitality industry

Type of publication:	Article
Language:	English
Other identifiers:	10.1108/S1871-317320170000014025 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

Persistent link: https://www.econbiz.de/10015362675