Dilemma In A High-Speed Train: Resolving Customer Complaints In Hospitality Management

Keywords

Apology; Compensation; Passenger train services; Refund; Reservation; Upgrade

Abstract

Rules are not always followed. If rules are broken, there may be a valid reason. Staff charged with maintaining order must be encouraged to identify the reason for the violation and provide creative solutions. An example of such a situation occurred when a German high-speed train passenger prebooked a seat for his return trip on a southbound train from Hannover to Stuttgart. After claiming his seat, he walks away to buy a cup of coffee for the long trip. Upon returning, he finds a young father with a baby occupying his seat. Although sympathetic to the young father's needs, the tired passenger paid for the seat for the five-hour trip and he would like what is his. After the young father refuses to move, the passenger calls the conductor for assistance. How should the conductor respond?

Publication Date

1-1-2017

Publication Title

Advances in Culture, Tourism and Hospitality Research

Volume

14

Number of Pages

133-138

Document Type

Article; Book Chapter

Personal Identifier

scopus

DOI Link

https://doi.org/10.1108/S1871-317320170000014023

Socpus ID

85041205178 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/85041205178

This document is currently not available here.

Share

COinS