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Compact case
Case
-
Reference no. IMD-5-0583
Subject category: Marketing
Published by: Institute for Management Development (IMD)
Originally published in: 2000
Version: 13.11.2003
Length: 3 pages
Data source: Field research

Abstract

This is the second of a three part case series (IMD-5-0582 to IMD-5-0584). Even though easyJet had a refund policy for delays of more than four hours, four days after her experience, Nicole Neuffer had not received any confirmation or apology from the airline. She took her story to the press and it was published in a local newspaper. In the article, an easyJet representative recognized that customers had been mistreated and that refunds would be made. This was confirmed to Nicole Neuffer mid-May when she received a letter from the airline. Before the April incident, she had booked another easyJet ticket but she now was unsure whether she would use it or not.
Location:
Industry:
Size:
Fiscal year 2000 revenue GBP263.7 million
Other setting(s):
April 2000

About

Abstract

This is the second of a three part case series (IMD-5-0582 to IMD-5-0584). Even though easyJet had a refund policy for delays of more than four hours, four days after her experience, Nicole Neuffer had not received any confirmation or apology from the airline. She took her story to the press and it was published in a local newspaper. In the article, an easyJet representative recognized that customers had been mistreated and that refunds would be made. This was confirmed to Nicole Neuffer mid-May when she received a letter from the airline. Before the April incident, she had booked another easyJet ticket but she now was unsure whether she would use it or not.

Settings

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

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