
04/03/2025
A case study by two of our authors around the cultural aspects that can explain the different ways Swiss International Air Lines and Air France operate and deal with their customers.
The same situation, where the first leg of a long-haul journey was delayed above the threshold for minimum transfer time at their respective main airport of operation, was handle very differently by both airlines.
SWISS and Air France solving the same airport transfer issue highlights huge differences in customer experience. This case study compares the way Swiss International Air Lines and Air France handled the same situation where the first leg of a long-haul journey was delayed above the threshold for min