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Compact case
Case
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Reference no. IMD-5-0584
Subject category: Marketing
Published by: Institute for Management Development (IMD)
Originally published in: 2000
Version: 13.11.2003
Length: 2 pages
Data source: Field research

Abstract

This is the third of a three part case series (IMD-5-0582 to IMD-5-0584). Six weeks later, Nicole Neuffer decided to use her previously booked ticket but had to cancel her trip because her father died the day before. easyJet replied negatively to her request for a refund. Two more weeks later, she embarked on a Crossair flight. Crossair was a regional airline owned by Swissair. This time Crossair had delays as well. The case describes how the airline dealt with the problem very differently from easyJet on April 4.
Location:
Industry:
Size:
Fiscal year 2000 revenue GBP263.7 million
Other setting(s):
April 2000

About

Abstract

This is the third of a three part case series (IMD-5-0582 to IMD-5-0584). Six weeks later, Nicole Neuffer decided to use her previously booked ticket but had to cancel her trip because her father died the day before. easyJet replied negatively to her request for a refund. Two more weeks later, she embarked on a Crossair flight. Crossair was a regional airline owned by Swissair. This time Crossair had delays as well. The case describes how the airline dealt with the problem very differently from easyJet on April 4.

Settings

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

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