How Do You Solve This Service Problem?

The widower of a New York woman who was booted off several flights because she was "too fat to fly" has settled a multi-million dollar lawsuit with three airlines. Janos Soltesz, whose wife Vilma, 56, weighed more than 400 pounds (185 kilos), died in October 2012 in Hungary after trying to return to New York to see her regular doctors.  You can read the details of this story here and watch a related video.

Your Assignment

Assume that you work for one of the airlines that refused to provide a flight to this woman. Assume that you are the Vice President of Customer Relations, and it's your job to protect the relationship between the airlines and the public. You want your airline to be known for providing world-class (outstanding) customer service. Is that what your airline provided in this instance? (Be sure to read the article and watch the video before you make a decision). 

For your assignment, you must answer several key questions. 

1.  Was the airline right or wrong for refusing service to this woman? Either way, defend your answer by explaining why. 

2.  After learning that the woman had died, and the airline directed you to make a statement on behalf of the airline, what would you have said to the media? 

3.  What could have been done differently, if anything? Assume that you could have made any decision regarding this woman's request to fly to New York on your airline. Would you have refused her service (as was the case) or would you have done something else? Explain your answer. 

4.  Now assume that you are a judge who has to decide if this woman's husband is entitled to millions of dollars in settlement money from the airlines that refused to provide a flight to the woman. Why would you as the judge decide that the airlines must pay a settlement? Why would you as the judge decide that the airlines should not pay a settlement? Be sure to explain your answer. 

Grading

This assessment is worth 20 points. You must answer Questions 1-4 above. You will be graded for your ability to (1) think clearly about the problem and (2) respond effectively with answers. English usage also counts -- you can lose up to 10 points for spelling/grammar/punctuation errors. Thinking out of the box will lead to a higher grade!

Open a Word document and save it as follows: (YourFirstName)_(Your4DigitGUSTID)_NoFly.doc. Please insert your first name where it says to, and please insert the last 4 digits of your GUST ID where it says to -- and you do not need to keep the brackets. Type your full name and GUST ID at the top of the document. Give your assignment a title of your choice. Then answer each of the 4 questions -- be sure to number the answers (you do not have to retype the questions).   

Deadline

Deliver the Word document via email no later than Thursday 18 September at 9 p.m. in Kuwait. On the Subject line of your email type: No Fly. An assignment that is marked 9:01 p.m. or later loses at least 10 points.  Questions? Send them to my email, please.