Problem Identification
"The airline industry is facing the worst crisis in its history," Jaan Albrecht, CEO of Star Alliance, said after looking back at the events in 2001 (p. 618). The terrorist attacks on September 11th, 2001 and the economic recession had the airline industry face a sharp downturn for the second time since the beginning of the Gulf War in 1991-1992. Many airline companies had to think on how to get customers back and moreover how to keep their current customers. …
