Publications
Publications
- July 1999 (Revised November 1999)
- HBS Case Collection
Northwest Airlines and the Detroit Snowstorm (A)
Abstract
Northwest Airlines forced hundreds of passengers to wait up to 8 1/2 hours on aircraft after reaching their destination in an unusually horrible service disaster. The case explores what occurred, why it occurred, and the feelings of those involved.
Keywords
Citation
Hallowell, Roger H. "Northwest Airlines and the Detroit Snowstorm (A)." Harvard Business School Case 800-053, July 1999. (Revised November 1999.)