International Journal of Business and Economics Volume 16, No. 2 September, 2017

Hotel Shuttle Service Fails to Get the Customer to the Airport on Time

Weerapon Thongma

Maejo University, Thailand

Abstract

I booked the hotel shuttle service to take me to the airport, but a massive gridlock caused the flight to be missed. The driver was not empowered to deal with my grievance, and the hotel did not reach out proactively. I called to complain about the service failure when I got home, but all the hotel offered me was 20% off when I visited the hotel again within the same year.

Keywords：customer grievances, enabled staff, responsibilities, service consistency, quality control.

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