(i) Imagine you have been hired as a consultant to rectify the issues from happening in the future. What would your three key recommendations to the airline be?

(ii). Explain (using the case) your understanding of how the three dimensions of justice affect consumers' overall satisfaction with the service recovery efforts following FlyBonito service failure

Hint for (ii): Justice theory concerns the perceived fairness of decisions. Consumers evaluate the service recovery from three dimensions of justice. Briefly define each Dimension using your understanding of the dimensions. And find evidence of the three dimensions in the case to explain how each affects the consumer overall satisfaction with the service recovery efforts mentioned in the case.

I will never trust FlyBonito with a holiday again. My first surprise occurred when we arrived in Bali, from Melbourne on route to London. As we were arriving, there was an announcement that we would not be allowed to disembark the plane, with no explanation as to why. The whole idea for me was to have a stopover and be able to stretch my legs.

After a couple of hours on the plane without any service, we continued the journey to London not before stopping in Dubai. As we were disembarking, I saw a multitude of people around the Transfer Desk of FlyBonito. I asked a passenger what was going on, and he told me the flight I was flying to London had been delayed. Everyone was trying to get an explanation, but the staff disappeared. There was no explanation as to why the delay, and how many hours it would take to resume the flight. Every twenty or thirty minutes a staff would come out with no explanation except that the flight will resume soon, or that we would be placed in hotel overnight, in the worst-case scenario. After three hours of waiting, the scenario became a reality, and we were sent to a two-star hotel.

The following day I went to the Transfer Desk to get my boarding pass. I waited in the queue for nearly an hour to be served. During this time, I could see FlyBonitostaff gathered in groups, chatting, joking, and laughing just near the Desk where I and dozens of other passengers were standing. I supposed the level of frustration on my face and anger of other passengers' faces could not be simulated however, this frustration did not create any reaction among the group of staff who continued chatting and patting themselves on their shoulders. Seriously? There was no sense of urgency in meeting the customers' expectations. After an hour of waiting in the queue, I reached the staff at the counter who after a few minutes of trying to get me a seat, said: " The seat is blocked" and she asked me to move to the side while serving other passengers. I requested an explanation once again, indicating I was in the flight that the airline cancelled and that I deserved a better treatment. The staff replied. "I did not cause the delay, don't blame me". Finally, after waiting and nagging to have a seat, I was printed a boarding pass, it was handed out as if the staff had done me a favour.

With all the disarray of passengers and cancellation of flights the previous night, the information on the boarding pass did not coincide with the gate announced on the departure board. I hurried to the gate indicated on the boarding pass and there was no plane, no staff, and no one to provide information. I ran back to the Transfer Desk to inquiry. The staff took another twenty minutes to find out what had happened.

Once I arrived in London, as suspected, of course none of the luggage had arrived. Once again, I headed to the Service Desk. The staff with a displeasing look ask me for the details of my luggage. I described the best I could, and I said it is a common luggage, probably like many others. The staff of FlyBonito said: " you don't know your luggage?" How do you expect us to identify it when you cannot identify your luggage yourself? At this point, I said, "I did not create the problem, it is your responsibility". Besides, each piece of luggage has a barcode with an identification". The staff replied: "Ok. Submit further details to this link http://bit.ly/flybonito/QR-tell-us" and we will let you know when we find your luggage.

After this experience, I went to the airline website to put a complaint. After twenty-four hours, I received a message from FlyBonito apologizing for all the inconvenience caused to me, and that I have been given a coupon valued at half the monetary value of the cancelled flight. It is explained that the value is based on a standard policy for all cancelled flights.

Would I ever fly in FlyBonito.....?

Question

(i) Imagine you have been hired as a consultant to rectify the issues from happening in the future. What would your three key recommendations to the airline be?

(ii). Explain (using the case) your understanding of how the three dimensions of justice affect consumers' overall satisfaction with the service recovery efforts following FlyBonito service failure

Hint for (ii): Justice theory concerns the perceived fairness of decisions. Consumers evaluate the service recovery from three dimensions of justice. Briefly define each Dimension using your understanding of the dimensions. And find evidence of the three dimensions in the case to explain how each affects the consumer overall satisfaction with the service recovery efforts mentioned in the case.

I will never trust FlyBonito with a holiday again. My first surprise occurred when we arrived in Bali, from Melbourne on route to London. As we were arriving, there was an announcement that we would not be allowed to disembark the plane, with no explanation as to why. The whole idea for me was to have a stopover and be able to stretch my legs.

After a couple of hours on the plane without any service, we continued the journey to London not before stopping in Dubai. As we were disembarking, I saw a multitude of people around the Transfer Desk of FlyBonito. I asked a passenger what was going on, and he told me the flight I was flying to London had been delayed. Everyone was trying to get an explanation, but the staff disappeared. There was no explanation as to why the delay, and how many hours it would take to resume the flight. Every twenty or thirty minutes a staff would come out with no explanation except that the flight will resume soon, or that we would be placed in hotel overnight, in the worst-case scenario. After three hours of waiting, the scenario became a reality, and we were sent to a two-star hotel.

The following day I went to the Transfer Desk to get my boarding pass. I waited in the queue for nearly an hour to be served. During this time, I could see FlyBonitostaff gathered in groups, chatting, joking, and laughing just near the Desk where I and dozens of other passengers were standing. I supposed the level of frustration on my face and anger of other passengers' faces could not be simulated however, this frustration did not create any reaction among the group of staff who continued chatting and patting themselves on their shoulders. Seriously? There was no sense of urgency in meeting the customers' expectations. After an hour of waiting in the queue, I reached the staff at the counter who after a few minutes of trying to get me a seat, said: " The seat is blocked" and she asked me to move to the side while serving other passengers. I requested an explanation once again, indicating I was in the flight that the airline cancelled and that I deserved a better treatment. The staff replied. "I did not cause the delay, don't blame me". Finally, after waiting and nagging to have a seat, I was printed a boarding pass, it was handed out as if the staff had done me a favour.

With all the disarray of passengers and cancellation of flights the previous night, the information on the boarding pass did not coincide with the gate announced on the departure board. I hurried to the gate indicated on the boarding pass and there was no plane, no staff, and no one to provide information. I ran back to the Transfer Desk to inquiry. The staff took another twenty minutes to find out what had happened.

Once I arrived in London, as suspected, of course none of the luggage had arrived. Once again, I headed to the Service Desk. The staff with a displeasing look ask me for the details of my luggage. I described the best I could, and I said it is a common luggage, probably like many others. The staff of FlyBonito said: " you don't know your luggage?" How do you expect us to identify it when you cannot identify your luggage yourself? At this point, I said, "I did not create the problem, it is your responsibility". Besides, each piece of luggage has a barcode with an identification". The staff replied: "Ok. Submit further details to this link http://bit.ly/flybonito/QR-tell-us" and we will let you know when we find your luggage.

After this experience, I went to the airline website to put a complaint. After twenty-four hours, I received a message from FlyBonito apologizing for all the inconvenience caused to me, and that I have been given a coupon valued at half the monetary value of the cancelled flight. It is explained that the value is based on a standard policy for all cancelled flights.

Would I ever fly in FlyBonito.....?

Accepted Answer

Disclaimer: Since you have asked multiple question, so we will solve the first question for you. If…

Imagine you have been hired as a consultant to rectify the issues from happening in the future. What would your three key recommendations to the airline be?