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Unity Airways: Melissa White (B)
Frey, Sherwood C. Jr.; Bass, Lucien; Yu, Elaine Case QA-0722 / Published September 15, 2008 / 3 pages. Collection: Darden School of Business
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Melissa White was on her way for a long-awaited visit with her parents in Hong Kong. But the first leg of her trip, a Unity Airways Washington-Chicago flight, was forced to return to Washington, D.C., due to engine trouble. After waiting three hours at customer service for the rebooking of her itinerary, White reached the front of the line. She was prepared to hear that her trip would be delayed a day. Although this would shorten the stay with her parents, a relaxing day at the airline's expense would ease her disappointment.




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  • Overview

    Melissa White was on her way for a long-awaited visit with her parents in Hong Kong. But the first leg of her trip, a Unity Airways Washington-Chicago flight, was forced to return to Washington, D.C., due to engine trouble. After waiting three hours at customer service for the rebooking of her itinerary, White reached the front of the line. She was prepared to hear that her trip would be delayed a day. Although this would shorten the stay with her parents, a relaxing day at the airline's expense would ease her disappointment.

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