Walking the Walk – A Travelocity Case Study

Businessweek has a very interesting case study and analysis of a recent problem at Travelocity.

When a misprinted fare-Fiji for $51-got snapped up by hundreds of travelers, Travelocity CEO Michelle Peluso had to decide whether to honor the fare at a cost of almost $2 million or run the risk of damaging the company's customer-friendly branding campaign.

Go read the entire thing and see if you agree with the CEO's decision.

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