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Primary File
Abstract

Delta Airlines: Not Exactly “Flying High”

Cheryl B. Ward, Diane R. Edmondson, Lucy M. Matthews
January 1, 2017
SKU:
BUS-004847
Region: 
North America
Topic: 
Strategy & General Management, Marketing & Sales
Length: 
3 pages
Keywords: 
crisis management, service quality, service recovery, social media marketing, marketing
Student Price: 
$4.00 (€3.56)
Average rating: 
0
This critical incident describes a situation in which Sarah, a frustrated Delta customer, spent over 16 hours stranded in the airport due to flight cancellations because of a Delta technology failure. During this time, Sarah and thousands of others took to social media to express their feelings toward Delta and Delta’s limited service recovery efforts.