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Opaque Web practices among low-cost carriers

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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. 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.
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    Cited by:

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    2. Burrell, Kathy, 2011. "Going steerage on Ryanair: cultures of migrant air travel between Poland and the UK," Journal of Transport Geography, Elsevier, vol. 19(5), pages 1023-1030.

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