Multiple Airline Reservation: A Bane to the Airline Industry

Read the "You Decide" section below and then respond to the following questions.

Is anyone being hurt when Meredith reserves seats on more than one flight?
*How do Meredith's actions affect the airlines? How can actions like these affect yield management programs?
*How many different sources is Meredith using to make reservations? Give specific examples.
*Should penalties be imposed on passengers who make multiple reservations for the same day? Why, or why not?
*Can the airline industry do anything to protect itself from these types of actions?

You Decide

Too many calls and not enough time! As Meredith Carpenter, national sales manager for Park Plaza Hotels, reviewed her schedule for the upcoming week, she began to wonder if she had built in enough flexibility. Being pressed for time was nothing new, but five clients in three cities in one week would be pushing it. On top of that, she was hoping to squeeze in a few cold calls as she prospected for new business. Meredith knew it would be hectic but worth it if she beat her quota and qualified for her incentive bonus.

Meredith had worked closely with her travel agent to develop an itinerary that would allow her as much times as possible in each city. The itinerary was set up so that she could catch the last scheduled flight as she moved from city to city. This schedule looked good at the time she arranged it, but she was now beginning to think about how inflexible it might be. What if her appointments ended early or she was unable to connect with decision makers on her cold calls? Would she be wasting time in one city when she could be more productive in the next one?

Just before leaving, Meredith decided to make some contingency plans in case her business needs changed. Using her smart phone, she made reservations on a different airline for an early afternoon flight from each city. In addition, she downloaded several airline timetables onto her phone. Having these schedules with her, she could make last-minute changes and book even more convenient flights if necessary.

It would be hectic, but she was prepared. Armed with two reservations for flights from each city and information at her fingertips for alternative flights, Meredith was prepared for any contingency. If her plans changed and she finished early, she could cancel her reservation for the later flight. However, if her sales calls went as planned, she would simply do a "no-show" for the earlier flights and use her original reservations. After all, Meredith thought, airlines are always overbooked and no one would be hurt by either a last-minute cancellation or a no-show. Do you think Meredith did the right thing?