Unity Airways: Melissa White (B)

4 Pages Posted: 23 Jun 2009

See all articles by Sherwood C. Frey

Sherwood C. Frey

University of Virginia - Darden School of Business

Lucien L. Bass

University of Virginia

Abstract

Melissa White was on her way for a long-awaited visit with her parents in Hong Kong. But the first leg of her trip, a Unity Airways Washington-Chicago flight, was forced to return to Washington, D.C., due to engine trouble. After waiting three hours at customer service for the rebooking of her itinerary, White reached the front of the line. She was prepared to hear that her trip would be delayed a day. Although this would shorten the stay with her parents, a relaxing day at the airline's expense would ease her disappointment.

Keywords: negotiation

Suggested Citation

Frey, Sherwood C. and Bass, Lucien L., Unity Airways: Melissa White (B). Darden Case No. UVA-QA-0722. Available at SSRN: https://ssrn.com/abstract=1423308

Sherwood C. Frey (Contact Author)

University of Virginia - Darden School of Business ( email )

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

HOME PAGE: http://www.darden.virginia.edu/faculty/frey.htm

Lucien L. Bass

University of Virginia ( email )

1400 University Ave
Charlottesville, VA 22903
United States

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