Comments on: Walking the Walk – A Travelocity Case Study http://www.businesspundit.com/walking-the-walk-a-travelocity-case-study/ Entrepreneurship, Startup Companies and Business Philosophy Fri, 20 Nov 2009 20:31:15 -0600 http://wordpress.org/?v=2.8.5 hourly 1 By: Adam http://www.businesspundit.com/walking-the-walk-a-travelocity-case-study/comment-page-1/#comment-2694 Adam Sun, 30 Sep 2007 00:09:28 +0000 http://www.businesspundit.com.php5-6.websitetestlink.com/?p=3328#comment-2694 In terms of how it worked out for Travelocity, I think it was great. They preserved (probably enhanced) their brand. They were ignited to develop a system that will likely save them a large amount of money from mistakes in the future. And lastly they got a PR talking point to puff up their customer service advantage, at a time when they were planning on launching a campaign to promote this image anyways. The timing is actually quite ironic if you consider this last point. Now if it were me, I would have probably honored the mistake in the form of a $300-$500 credit for any flight of the customers choosing. I think this would have appeased the brand and customers and limited the cost hit by another 80% or so. Of course, the PR mileage wouldn't have been the same but that's what I would have done. In terms of how it worked out for Travelocity, I think it was great. They preserved (probably enhanced) their brand. They were ignited to develop a system that will likely save them a large amount of money from mistakes in the future. And lastly they got a PR talking point to puff up their customer service advantage, at a time when they were planning on launching a campaign to promote this image anyways. The timing is actually quite ironic if you consider this last point.

Now if it were me, I would have probably honored the mistake in the form of a $300-$500 credit for any flight of the customers choosing. I think this would have appeased the brand and customers and limited the cost hit by another 80% or so. Of course, the PR mileage wouldn’t have been the same but that’s what I would have done.

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