International Journal of Business and Economics

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
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.