Should the amusement park review the current policy

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Reference no: EM133758056

Problem: Brown Case Study 1

Case Study

Corey had been planning a family getaway for approximately eighteen months, to a large amusement park, approximately four hours away by car. About a year ago, he and his wife, Samantha, had to cancel the original trip due to a family emergency. Waiting six months to reschedule was not ideal, but schedules are difficult to navigate due to work and child activities. Finally, there was a window of opportunity that worked well in terms of timing and schedules. The getaway would be in the spring and take place over three days, two nights. Corey bought park tickets for two adults and four children which coved two full days in the park. In addition, he purchased meal add-ons and quick lane passes (for rides) for each person. Corey also booked a stay with a hotel associated with the amusement park for two nights. In order to accommodate the entire family, they stayed in a junior family suite. The total cost (hotel, park tickets, add-ons, gas, etc.) would be approximately $1700.00. Corey and Samantha were excited for the getaway as were their children.

About a week before scheduled to leave, Samantha noticed that the long-term weather forecast was not too promising in the location of the amusement park. Unfortunately, when the tickets and add-ons were purchased, there was a notification indicating that all tickets and associated add-ons were non-refundable. The alternative to purchasing in advance would be to purchase the day of which could be problematic if the park or any of the add-on opportunities were sold out. Rather than take a chance on the day of, Corey went ahead and purchased a couple of months prior.

Upon arrival, the weather was fair and the family enjoyed the pool area for the evening as they prepared for a long couple of days of fun. The next day, the weather quickly turned. A cold front came through with rain and wind. Corey and Samantha took the kids to the park hoping for the best but things did not get much better. The driving rain had shut down the outdoor rides and many of the other attractions were also closed. Finally, about an hour before the park closed the rain had stopped and most of the rides were fully functional. The family rushed to get on as many of the rides as possible. The next day the weather was not much better. On and off rain and 25 mph winds had once again closed all outdoor rides and attractions. Frustrated, Corey went to the customer relations office to see if they could receive a credit or a full refund for at least one of the days, if not both, in the park.

Upon arrival within the customer relations office, Corey explained the situation and acknowledged the refund policy for the tickets and add-ons that were purchased. However, he also explained how difficult it had been to schedule and how excited the family had been about being in the park only to be disappointed by the weather. William, the Assistant Manager on duty listened to Corey and had much empathy for the family.

I. If you were William do you overlook company policy and provide the family a credit or a refund for the tickets and add-ons as requested?

II. Should the amusement park review the current policy on providing refunds or credit? Why or why not?

Reference no: EM133758056

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