‘There’s nobody to talk to’: New Air Canada booking system leaves some travellers hanging

Posted by & filed under Consumer/Buyer Behavior, Ethics, Global Marketing, Integrated Marketing Communications (IMC), Metrics/Analytics, Relationship Marketing, Services Marketing.

Description: Changing flights and redeeming reward points two issues customers are facing

Source: CBC.ca

Date: Dec 31, 2019

Link: https://www.cbc.ca/news/canada/edmonton/edmonton-air-canada-1.5411299

Questions for discussion:

  • What are the marketing problems facing the firm?
  • How should they deal with customer complaints?