3. Flight Fiasco
• Mrs. Adele Griffith booked a roundtrip ticket
to Chicago
• She was late for her first flight
• Results in a "Change in Itinerary"-
Cancellation of both flights
• Bought one-way ticket to Chicago
• Return flight cancelled
• Had to buy additional ticket to go home
• Asked our airline for a full refund because
she missed her flight.
4. Buyer and Seller have a
responsibility?
Terms & Conditions
30 min
missing flight - "change in itinerary"
Refunds
Purchase of a ticket
Sellers: All passengers; timeliness; safety
Buyers: Timeliness
5. What CAN we offer the
customer?
• Offered a 50% off coupon
6. Justification
• Terms and Conditions must be followed
fairly
• Ms. Griffith does not qualify for full refund
• The offered coupon shows sympathy to her
situation