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By

Air Europe

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The customer.

What WAS the Plan.

Where the problem started.

Nail in the coffin. The Reckoning.

What can be done.

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The customer.

What WAS the Plan.

Where the problem started.

Nail in the coffin. The Reckoning.

What can be done.

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A elite business class frequent flyer.

Who has travelled more then a Million miles in

past 10 years.

An author of an international business newsletter.

A Business traveler Not a Tourist.

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The customer.

What WAS the Plan.

Where the problem started.

Nail in the coffin. Reasons for mishandling.

The Reckoning.

What can be done.

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North America Rome Cairo.

ETD

North America : Monday 10th

Oct, at 9:30pm.Rome : Tuesday 11th Oct, at 11:00 am.

ETA

Cairo : Tuesday 11th Oct, at 6:55pm.

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The customer.

What WAS the Plan.

Where the problem started.

Nail in the coffin. The Reckoning.

What can be done.

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Miscommunication: NO one was aware of about the issue

till 9pm.

Lack of customer dealing: After 3 hours the passengers

and the ground staff got to know the reason.

Contradiction: in the airlines commitments on media level.

Lack of Responsibility: Not informing the true issue in

time, they lapsed all the possible alternatives for the

passenger.

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The customer.

What WAS the Plan.

Where the problem started.

Nail in the coffin. The Reckoning.

What can be done.

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Behavior of the cabin crew. (Pilot Announcement)

False statement made by the Chief purser.

Mismanagement of the transit flight (Rome/Amsterdam).

Flight delayed 6 hours then schedule.

No ground facilitation and passenger transport.

No in-flight Call facility.

Not sufficient alternative route Maps.

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The customer.

What WAS the Plan.

Where the problem started.

Nail in the coffin. The Reckoning.

What can be done.

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How a customer should be treated?

Why should he travel again?

How to compensate him?

How to learn from the mistakes?

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The customer.

What WAS the Plan.

Where the problem started.

Nail in the coffin. Reasons for mishandling.

The Reckoning.

What can be done.

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Mr. Richard should talk and face him, not anyoneelse.

Immediate personal visit to Mr. Alfred along withan apology in writing from the Air Europe HeadOffice.

This trip should be rebate him.

A complimentary Open invitation to any

destination for him including hotac for his nextbusiness trip.

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