Assess the actions that Ben undertook. What were the positive actions? What might he have done differently?

Book : Hospitality and Marketing Management (5th edition) Robert D. Reid and David C. Bojanic

1. Assess the actions that Ben undertook. What were the positive actions? What might he have done differently?

2. Develop a service blueprint of the preboarding and boarding of the flight to Washington D.C How much this be used to improve the situation?

3. What specific action steps and timetable would you recommend to Ben at this point?

4. Are there other individual airline personnel that might become involved? What role(s)might they play?

5. Discuss the gaps in the service quality process that passengers experienced.

6. What other actions could have been taken by Express Airlines?