Case | HBS Case Collection | June 2002

Tale of Two Airlines in the Network Age: Or Why the Spirit of King George III Is Alive and Well!

by F. Warren McFarlan

Abstract

Describes an airline service incident that ought not to have happened in the network age. Inadequate use of available technology creates service problems. A rewritten version of an earlier case.

Keywords: Air Transportation; Information Management; Information Technology; Service Delivery; Problems and Challenges; Air Transportation Industry;

Citation:

McFarlan, F. Warren. "Tale of Two Airlines in the Network Age: Or Why the Spirit of King George III Is Alive and Well!" Harvard Business School Case 302-128, June 2002.