Fasten your Seatbelts
#Travel
Practice this intermediate operations case interview question from BCG in the Travel sector. Includes detailed problem prompt, clarifying questions, structured framework, and expert recommendation. Part of ProHub's 835+ consulting case library.
ProHub Comment
This case tests both quantitative and qualitative analysis skills. Candidates must identify that ID check is the primary bottleneck through process flow analysis, then evaluate capital investment options (automated scanners vs. efficiency improvements) against throughput requirements and passenger satisfaction goals. The case rewards structured thinking around operational constraints and long-term vs. short-term trade-offs.
Estimated Time
26 minutes
Difficulty
Medium
Source
Duke
38
/ 100
Our client, Fort North International Airport has seen a 40% increase in passenger complaints on its feedback portal over the past 6 months. The Airport Director is unsure why the complaints are increasing. They want your help to diagnose the paint-points of the travelers and identify levers to improve customer satisfaction.
Clarifying Information
- Goal: The client wants to quickly improve customer satisfaction rating so that they can charge airlines higher.
- Changes: There have been few new flights added in the last 1-2 years.
- Timeline: Clients wants to identify the problem as soon as possible and implement changes in the coming months.
- Types of passengers: Both domestic and international.