DISCUSSION

Today, airlines are struggling to stay in business and they look to cut down on costs wherever possible. Fewer flights are being scheduled, airplanes are more crowded, and airlines are overbooking flights. Many times passengers are left without seats, and frequent flyers regularly chose to give up their seats and delay their departures in exchange for free ticket vouchers. Also, passengers are being bumped from flights involuntarily more often. The purpose of overbooking is not to leave passengers without seats, but to compensate for the millions of no-shows that decrease the amount of expected revenue.

For your discussion, conduct further research on this issue and please comment on the following:

• Do you feel that the decision support system utilized by airlines to overbook flights is working well?

o Answer from the viewpoint of the airline.
o Then answer from the viewpoint of the customer.

• What organization, people, and technology factors are responsible for excessive bumping issues?