Please use this identifier to cite or link to this item: http://hdl.handle.net/11718/22111
Title: Attention Passengers: Your Flight has been Delayed
Authors: Kulkarni, Vaibhavi
Keywords: Crisis Communication;Difficult Communication;Customer Communication
Issue Date: 29-Mar-2017
Publisher: Indian Institute of Management Ahmedabad
Series/Report no.: COMM0014;
Abstract: he case explicates a situation wherein an international flight from Newark to Ahmedabad, with a stopover in Mumbai, is delayed during the final leg of its journey between Mumbai and Ahmedabad. The situation is further exacerbated by the fact that all international and domestic passengers are already on board when they face this five-hour delay. The case provides a rich context to discuss issues related to difficult communication and persuasion during crisis. The captain communicates with the passengers, through a series of announcements, with updates on the situation. He attempts to manage the escalating tension within the airplane and does succeed to a certain level. The case highlights the significance of timely and well-crafted messages during crisis situations. It also illuminates how the use of rhetorical strategies influence customer perception of credibility and at times, shift attribution of blame.
URI: http://hdl.handle.net/11718/22111
Appears in Collections:Cases and Notes

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