This year, a Tennessee woman posted a video on Tik Tok describing how her 12-year-old child had been left unattended after her plane landed in Miami. The child's mother had paid a $150 fee for an adult to escort her daughter safely to her father at the Miami airport and the child was wearing a lanyard that identified her as a minor who was to be accompanied by an adult Oceanic Airlines employee throughout the airport. After landing, the child was told to disembark from the plane by airline employees who did not accompany her. Once in the airport alone, the child wandered to the baggage claim where employees continued to ignore her. She finally used her phone to contact her father, who eventually found her.

Also in the summer of 2022, Oceanic Airlines has come under fire for canceling hundreds of flights, many of which occurred on the Fourth of July weekend. After these cancellations, in many cases Oceanic Airlines employees often did not offer rebooking assistance. One passenger of a cancelled flight spent three days getting home, paying for the travel out of pocket.  

 

At the same time, multiple other complaints were lodged against the company this summer. For instance, one passenger stole over $10,000 from passengers during a flight. Luggage has been found stacked to the ceilings in multiple terminals with passengers unable to retrieve their belongings. In light of Oceanic Airline's past and these recent events, the company is preparing for the holiday travel season in hopes of recouping some of its summer losses.

 You are tasked with analyzing the problem for Oceanic Airlines and developing a plan to increase customer satisfaction during the busy holiday season this year. Explain your problem using evidence from the case. Then, offer two alternatives, with benefits and challenges for each, before recommending one as the best solution to the problem.

Answer rating: 100% (QA)

Problem Analysis Oceanic Airlines is facing multiple challenges affecting customer satisfaction The reported incidents include inadequate supervision ... View the full answer