Reading through my colleague’s posts, I really like this particular post by Hayley Moeller. Her post “What can Air Canada learn from Zappos?” outlined the problem of Air Canada’s upcoming $25 baggage charge for the economy class. I noticed that Hayley did not use a news article but attached a hyperlink to Air Canada’s baggage charge webpage. Thus, I decided to search on the web and came across an article on Global News that talked about the same problem from another’s perspective.

Image Source – Google

I do agree with Hayley’s point of view as I think Air Canada is manipulating the industry and its consumers by implementing this new charge as Air Canada has little competition. Recalling the pre-reading for class 19 like Hayley, I admire the technique that Tony Hsieh, the CEO of Zappos, is using in his business. I am certain that he is 100% dedicated to his customers and employees as he has implemented an excellent organizational culture, in which differentiates him from his competitors in the shoe industry. Air Canada should definitely learn a few tips from Zappos to better serve their customers. Like what Hayley said, “Air Canada could learn from Zappos’ implementation of incentives that keep employees dedicated to their jobs and willing to put up with unpleasant customers”, I believe Air Canada can do better.

Reference

Ramsay, Melissa. “Air Canada to Charge $25 Fee for First Checked Bag on Economy Fares.”Global News. 18 Sept. 2014. Web. 8 Nov. 2014. <http://globalnews.ca/news/1570123/air-canada-to-charge-25-fee-for-first-checked-bag-on-economy-fares/>.

“Changes to Checked Baggage Policy.” – Aircanada.com. Web. 8 Nov. 2014. <http://www.aircanada.com/en/news/140918.html>.