Air France 2014 : Strike Communication ! Abdessemed Tamym / Sorio Rossella. ICN : Nancy, 2015
The case study takes the form of a 7-page narrative relating the events of the strike which took place at the French airline company Air France in September 2014, the longest strike in the company's history.
It also reveals the global strategic context of the strike and ends with two electronic messages sent to the clients of Air France, the first while the strike was at its height, and the second as it was coming to an end on 30 September 2014.
In the annexes you will find: an interview with the Chairman of Air France-KLM, an open letter from the Chairmen of other French airline companies to the striking pilots, and finally a statement giving the quarterly results of the Group after the strike.
The case study consists in discussing and analyzing communication between the company and its clients, in order to understand the finer points of the reasoning and the relevance.
It is an interesting exercise for students of management to reflect on the ways in which one can/should communicate with clients in a situation where they are dissatisfied and particularly affected by disruptions to the service they have been offered.
- Duration of the session: 2 to 3 hours
- A teaching video presents the case and enablies to understand better and make more efficient class use of the case study.
- Powerpoint debriefing (14 slides).