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Opaque Web practices among low-cost carriers

Author

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  • Torres, Ann M.
  • Barry, Chris
  • Hogan, Mairéad

Abstract

The low-cost airlines' adoption of Web technologies to facilitate direct sales has accelerated their market penetration. However, some low-cost carriers are increasingly using Websites to create distance between themselves and their consumers in specific areas of their operations, while simultaneously developing excellence in sales transaction completion via self-service. The ‘opaque’ practices many low-cost carriers employ appear to be intentional design features and are contrary to the ethos of designing a ‘good system’ to facilitate the full spectrum of customer service. As a result, the low-cost sector has come under increased scrutiny for engaging in unfair practices and violating consumer protection law.

Suggested Citation

  • Torres, Ann M. & Barry, Chris & Hogan, Mairéad, 2009. "Opaque Web practices among low-cost carriers," Journal of Air Transport Management, Elsevier, vol. 15(6), pages 299-307.
    • Handle: RePEc:eee:jaitra:v:15:y:2009:i:6:p:299-307
    DOI: 10.1016/j.jairtraman.2009.02.003
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    References listed on IDEAS

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    1. Dennis, Nigel, 2007. "End of the free lunch? The responses of traditional European airlines to the low-cost carrier threat," Journal of Air Transport Management, Elsevier, vol. 13(5), pages 311-321.
    2. Teichert, Thorsten & Shehu, Edlira & von Wartburg, Iwan, 2008. "Customer segmentation revisited: The case of the airline industry," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(1), pages 227-242, January.
    3. Franke, Markus, 2007. "Innovation: The winning formula to regain profitability in aviation?," Journal of Air Transport Management, Elsevier, vol. 13(1), pages 23-30.
    4. Warnock-Smith, David & Potter, Andrew, 2005. "An exploratory study into airport choice factors for European low-cost airlines," Journal of Air Transport Management, Elsevier, vol. 11(6), pages 388-392.
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    Cited by:

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    2. Santiago Forgas-Coll & Ramon Palau-Saumell & Javier Sánchez-García & Juan Fandos-Roig, 2013. "Airline website loyalty formation and the moderating effects of gender and education," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 255-274, June.

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