The following question is of the subject Service Marketing. Please advise.

In December 2011, passengers aboard two Air Dreams flights were diverted to California. While the airline had no control over the diversion itself, they had a responsibility for the fair treatment of their passengers following landing. Yet passengers reported being stranded on the tarmac for over four hours, on one flight without any food, air conditioning, or water. This incident caused at least one passenger to call 911 in an effort to force the airline to act.

Following the incident, the airline was fined and held responsible by the US Transportation Agency. During the hearing, however, customers and the press noted that the airline and airport continually came up with excuses and tried to blame each other, which led customers to say they will not fly with Air Dreams again. Create a service recovery roadmap for the airlines.