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Case
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Reference no. IMD-5-0582
Subject category: Marketing
Published by: Institute for Management Development (IMD)
Originally published in: 2000
Version: 25.03.2003
Length: 6 pages
Data source: Field research

Abstract

This is the first of a three part case series (IMD-5-0582 to IMD-5-0584). The case describes the experience of Nicole Neuffer, passenger on easyJet''s flight EZS 0908 and the airline''s subsequent handling of the situation. Nicole Neuffer''s plane was delayed and she was stranded at London Luton airport for more than a night. When she finally arrived at her destination, she found her luggage damaged. easyJet is a low-cost airline that seeks to strike a balance between low costs and adequate service levels. This case series will prompt readers to consider what adequate customer service levels for low-cost service providers really are and how easyJet could have handled the situation.
Location:
Industry:
Size:
Fiscal year 2000 revenue GBP263.7 million
Other setting(s):
April 2000

About

Abstract

This is the first of a three part case series (IMD-5-0582 to IMD-5-0584). The case describes the experience of Nicole Neuffer, passenger on easyJet''s flight EZS 0908 and the airline''s subsequent handling of the situation. Nicole Neuffer''s plane was delayed and she was stranded at London Luton airport for more than a night. When she finally arrived at her destination, she found her luggage damaged. easyJet is a low-cost airline that seeks to strike a balance between low costs and adequate service levels. This case series will prompt readers to consider what adequate customer service levels for low-cost service providers really are and how easyJet could have handled the situation.

Settings

Location:
Industry:
Size:
Fiscal year 2000 revenue GBP263.7 million
Other setting(s):
April 2000

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