Why many passengers grounded by COVID-19 aren’t getting refunds for cancelled flights

Posted by & filed under Consumer/Buyer Behavior, Ethics, Global Marketing, Marketing Research, Product Brands and Branding, Relationship Marketing.

Description: Airlines say they are doing what they can as the COVID-19 pandemic hurts business

Source: CBC.ca

Date: Mar 27, 2020

Link: https://www.cbc.ca/news/business/passengers-grounded-covid-19-air-canada-westjet-sunwing-1.5510105

Questions for discussion:

  • Do you think the airlines are handling customer claims for refunds properly?
  • What damage is likely to their brands and customer-relations images as a result of this publicity?
  • Can there be any grounds for the airlines to keep funds?