Business Communication

The Real Price of a Cheap Flight

Lecturer: Rangga Almahendra M.M.,

Ph.D.

Presented by SANDWICH:Dian Pertiwi SNanang PrasetyoNur

Case Overview In July 2012, United Airlines

began refunds to passengers because of computer glitch to book flights

United stopped selling tickets and it wasn’t honoring the tickets already sold

For passengers who had already started the trip would be able to finish it

U.S Department of Transportation (DOT) had recently enacted the rules that prohibited airlines from increasing prices after consumers make their purchase, so United was violating the rule

Case 1

E-mail from customer service director at United to customers that explain United regrets the error but sees it as an honest technical mistake rather than an attempt to avoid honoring a claim

Case 2

Letter to Department of Transportation explain that the results of United’s internal investigation and requesting that no further action be taken regarding whether United violated DOT regulations

THANK YOUAny Question?