Scoot, a low-cost carrier that provides flights predominantly within Asia, faced seven major flight delays in the last few months of 2018.
Technical issues caused 356 passengers on the affected flight to be stranded in Taipei for almost two days. As replacement parts had to be flown in from overseas, delays were prolonged. In light of Scoot's recent flight delay issues, this whitepaper seeks to use Scoot’s TR899 flight delay as a case study to explore media conversations surrounding the incident. Find out what is Isentia’s take to service recovery, crisis management PR approach, and how the lack of communication would lead to potential consequences.
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