Midnight Flight (B)

Abstract

The case adds to the data presented in case “Midnight Flight (A)”. A couple was denied boarding a flight for which they had confirmed booking. They had to travel onwards by a train to reach their destination. Now their entire schedule was in a mess as they also missed the train. The reason given to them by the duty manager at the airport was that this flight was overbooked. The case describes what transpired on that night, and what these passengers had to go through. In the process, the case highlights issues of customer service employee behaviour, and consumer action.