'We have to do better.' WOW Air’s CE faces angry customers—and readies an expansion
Skuli Mogensen launched WOW Air 6 years ago with 2 planes. He drew passengers aboard with rock-bottom fares, and charged fees for nearly everything else. The airline has expanded to serve 3-dozen cities on a fleet this year of 20, mostly leased, Airbus jets, attracting passengers in cities like Boston, St. Louis, New York and Cleveland, with sub-US$100 fares for flights to Iceland and under $200 to continental Europe. However, amid all the rapid growth, troubles have sprung up. Travellers have complained that WOW offers poor customer service, including extensive delays, difficulty getting a refund, and a lack of communication from the airline. These are problems Mogensen said he wants to address, just as he plans to test the ultra-low-cost model on longer flights. <br/>
https://portal.staralliance.com/cms/news/hot-topics/2018-06-28/unaligned/we-have-to-do-better-wow-air2019s-ce-faces-angry-customers2014and-readies-an-expansion
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'We have to do better.' WOW Air’s CE faces angry customers—and readies an expansion
Skuli Mogensen launched WOW Air 6 years ago with 2 planes. He drew passengers aboard with rock-bottom fares, and charged fees for nearly everything else. The airline has expanded to serve 3-dozen cities on a fleet this year of 20, mostly leased, Airbus jets, attracting passengers in cities like Boston, St. Louis, New York and Cleveland, with sub-US$100 fares for flights to Iceland and under $200 to continental Europe. However, amid all the rapid growth, troubles have sprung up. Travellers have complained that WOW offers poor customer service, including extensive delays, difficulty getting a refund, and a lack of communication from the airline. These are problems Mogensen said he wants to address, just as he plans to test the ultra-low-cost model on longer flights. <br/>
