Delta Airlines: Not Exactly “Flying High”

Delta Airlines: Not Exactly “Flying High”

Cheryl B. Ward, Diane R. Edmondson, Lucy M. Matthews Journal of Critical Incidents
January 01, 2017
SKU: BUS-00631

Region of the world: North America
Topic: Strategy & General Management
Page length: 3
Keywords: crisis management, service quality, service recovery, social media marketing, marketing
Price: $4.00 | €0.00
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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.