Paying for your mistakes the hard way Sunday, September 30, 2007
This interview with Travelocity CEO Michell Puloso is interesting - describing an event from a couple of years ago when a zero fare from LA to Fiji got posted on Travelocity accidently and got pounced upon by hundreds of sharp-eyed customers, the company was facing a bill for $2m+ if they honoured the fare.
It was evidently a mistake but how would that play out in the press and with customers. They had an "out" with their T&Cs and $2m is serious cash. But in the end they honoured it for brand reputations reasons. Interesting business dilemma.
Of note is the reaction of the technologist within Travelocity - they stood up and said we can fix this from happening again which they implemented in 24hours.
posted by John Wilson @ 10:06 AM Permanent Link
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