In light of the recent terrorist attack in Paris, Air Canada has decided to waive travel change fees for its customers for the next two days; however, they will not halt flights to and from Paris. This act of goodwill will affect Air Canada’s revenues, as there will be many travelers frantically changing travel plans to avoid the famous tourist destination. Through this decision, Air Canada is demonstrating how much they value their customers by providing this temporary “pain reliever”. Although waiving two days worth of fees is a relatively small portion of the company’s revenue, it reveals that Air Canada truly does care for its customers and that the company is prepared to make efforts that will minimize customer anxiety. Air Canada’s goal in implementing this decision is to increase customer satisfaction, which in turn, will hopefully produce greater revenues for the company. We learned in class that it is important to keep your customers satisfied in order to stay in business and remain competitive. Air Canada is attempting to differentiate itself from its competitors to keep its existing customers happy, but also perhaps to attract new ones. Nevertheless, this class act from Air Canada will be greatly appreciated by its passengers travelling to and from Paris in this dangerous time.
Sources
- Slattery, Jill. Air Canada to waive fees for customers changing travel plans to Paris. Vancouver: Vancity Buzz, n.d. Web. 14 Nov. 2015. <http://www.vancitybuzz.com/2015/11/air-canada-waive-fees-customers-paris/>.