One bad experience I can recall is flying with american airlines. Let's say an airline business's planes are six hours late and the corporation didn't notify the passengers in a timely manner. The occupants would then experience extreme discomfort. It would result in unsatisfied customers. In addition, the company's reputation would suffer.

The business should make use of the responsiveness dimension of service to prevent this service failure. The delay should be announced to the passengers as soon as feasible. It would lessen their discomfort. It would consequently aid in lowering their degree of unhappiness. Also another quality of service that could've been practiced was assurance. Although flights were delayed they did not make sure to assure the passengers that they would get a new flight as as soon as possible. In situations like this it is important to come with solutions as soon as possible in order to assure customers of a good service. please comment on the thread above?