Melissa White was following a long-awaited visit with her parents in Hong Kong. Besides the first leg of her trip, an Unity Airways Washington-Chicago flight, was compelled to return to Washington, D.C., due to engine problem.
White reached the front of the line after waiting three hours at customer service for the rebooking of her itinerary. She was equipped to hear that her trip would be postponed a day. Although this would curtail the stay with her parents, her disappointment would be eased by a relaxing day at the airline's expense.
PUBLICATION DATE: September 15, 2008 PRODUCT #: UV1315-PDF-ENG
Unity Airways Melissa White (B) Case Study Solution
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