Paying for your mistakes the hard way

This interview with Travelocity CEO Michell Puloso is interesting – describing an event from a couple of years ago when a zero fare from LA to Fiji got posted on Travelocity accidently and got pounced upon by hundreds of sharp-eyed customers, the company was facing a bill for $2m+ if they honoured the fare.

It was evidently a mistake but how would that play out in the press and with customers. They had an “out” with their T&Cs and $2m is serious cash. But in the end they honoured it for brand reputations reasons. Interesting business dilemma.

Of note is the reaction of the technologist within Travelocity – they stood up and said we can fix this from happening again which they implemented in 24hours.

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