Front-Desk Agents Versus Flight Attendants - "Can You Just Check Me In?" Resolving Customer Complaints In Hospitality Management

Keywords

Fairness; Guest services; Hotel airline crew market; Hotel check in procedure; Lodging service management

Abstract

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?

Publication Date

1-1-2017

Publication Title

Advances in Culture, Tourism and Hospitality Research

Volume

14

Number of Pages

147-153

Document Type

Article; Book Chapter

Personal Identifier

scopus

DOI Link

https://doi.org/10.1108/S1871-317320170000014025

Socpus ID

85041208788 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/85041208788

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