Trauma with Delta Airlines

dc.contributor.author	Raghuram, G.
dc.contributor.author	Venkataraman, Krishnan
dc.date.accessioned	2010-08-27T03:34:13Z
dc.date.available	2010-08-27T03:34:13Z
dc.date.copyright	2003
dc.date.issued	2010-08-27T03:34:13Z
dc.identifier.uri	http://hdl.handle.net/11718/8016
dc.description.abstract	This case is based on the real life experience of an emotionally traumatic incident, caused due to the poor servicing by Delta Airlines, and their travel agent. The post incident communication and the subsequent proceedings in the Consumer Court are discussed in the case. The case brings out interesting aspects of the relationship between the airline and its travel agent. The role of the Consumer Court and consumer organizations is also brought out in this case. The case helps realize that there is a lot of scope for improvement in the way service oriented organizations can ameliorate customer concerns and grievances.	en
dc.language.iso	en	en
dc.subject	Service Management	en
dc.subject	Consumer Courts	en
dc.subject	Aviation Management	en
dc.subject	Customer Services	en
dc.title	Trauma with Delta Airlines	en
dc.type	Cases and Notes	en

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