Northwest Airlines - 1613 Words

Sub : Northwest Airlines and the Detroit Snowstorm Analysis in January’1999. ------------------------------------------------- Date : March 17, 2014 The incident involving the Detroit snowstorm and Northwest Airlines is the quintessential of a failure to deliver a â€Å"Now youre flying smart experience for our travelers. The course of events detail the experience of travelers, mis-calculated decisions by the ground staff and the lack of an effective emergency response plan that should have been implemented to provide the promise of delivering passengers from point A to point B. The â€Å"act of god† and the associated repercussions in this case could have been managed and avoided with the following recommendations: a. The passengers aboard†¦show more content†¦The experience quality of our passengers and frequent flyers were marred and the situation required a drastic service recovery strategy to regain their confidence, loyalty and support in the long run. â€Å"A good service recovery can turn angry, frustrated customers, into loyal ones†¦ can in fact create more goodwill than if things had gone smoothly in the first place†[Hart et al]. Hence, a team that looks at the service recovery process from the view of the passenger would need immediate mobilization. Personalized apologies in conversations followed up with a written note and compensation that caters to the individual passengers’ desire would be a necessity to avoid future litigations and court cases. A timely note in the next 24 hours from the CEO to the media about the company’s response to the situation with key reasons and effective measures that prevent such occurrence in the future will fortify t he service recovery strategy. Rationale: The above mentioned recommended step shows empathy towards customer by the senior management and works towards bridging the trust deficit that was created between the customer and the airline. The zone of tolerance had long been passed and the irate customers needed cajoling. c. Northwest had been too late to halt the departure of the planes from other cities to Detroit. The decision to let 30 planes land in Detroit on Sunday by the SOC director, mis-judgedShow MoreRelatedEssay on Comparison of Northwest Airlines and American Airlines4767 Words   |  20 PagesComparison of Northwest Airlines and American Airlines Globalization Globalization can be defined as â€Å"making worldwide in scope or application†(1). In this comparison of the global corporate culture of Northwest Airlines and American Airlines several areas will be addressed. The strength of the global culture with-in the companies. The fit of the company to the global marketplace, and the adaptive ness or the empowerment of the employees will be examined and compared. Perhaps more importantRead MoreEssay on American and Northwest Airlines4865 Words   |  20 PagesNorthwest Airlines and American Airlines will be compared thoroughly in many aspects. Globalization, diversity, ethics and technology will be addressed in various ways. All four themes will be addressed through the strength, fit and adaptive ness of both companys cultures. The overall organizational culture of both Northwest Airlines and American Airlines will be clear. Globalization Globalization can be defined as making worldwide in scope or application(1). In this comparison of theRead MoreSouthwest Airlines : The Mission Of Northwest Airlines3175 Words   |  13 PagesExecutive Summary Southwest Airlines began operations in 1971, and has remained profitable after 44 years. 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Copper1100 Words   |  5 Pages The Legend of D.B. Copper On November 24, 1971 a man going by the name of Dan Cooper purchased an airline ticket from the ticket counter of the Northwest Orient Airlines in Portland Oregon. Dan Cooper paid cash for a one-way ticket from Portland, Oregon to Seattle, Washington. Dan Cooper boarded a Boeing 727 carrying 37 passengers and 5 crewmembers. What followed is a series of events that has left law enforcement agencies and amateur sleuths alike dumfounded for well over 40 years. Who is theRead MoreEssay on The D.B. Cooper Mystery1417 Words   |  6 PagesThe D. B. Cooper Mystery On November 27, 1971, in Portland, Oregon, a man claiming to be â€Å"Dan Cooper† bought a ticket for Northwest-Orient Airlines Flight 305 to Seattle, Washington. Dressed in a sharp dark suit with a pearl tiepin, this forty-five year-old man was about six feet tall with black hair (Abacha and Gilmore 233). 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