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Opaque Web practices among low-cost carriers
Authors:Ann M. Torres, Chris Barry,Mair  ad Hogan
Affiliation:aJ.E. Cairnes School of Business and Economics, National University of Ireland Galway;bBusiness Information Systems, J.E. Cairnes School of Business and Economics, National University of Ireland Galway, Ireland
Abstract:The low-cost airlines' adoption of Web technologies to facilitate direct sales has accelerated their market penetration. However, some low-cost carriers are increasingly using Websites to create distance between themselves and their consumers in specific areas of their operations, while simultaneously developing excellence in sales transaction completion via self-service. The ‘opaque’ practices many low-cost carriers employ appear to be intentional design features and are contrary to the ethos of designing a ‘good system’ to facilitate the full spectrum of customer service. As a result, the low-cost sector has come under increased scrutiny for engaging in unfair practices and violating consumer protection law.
Keywords:Low-cost carriers   Usability   Information systems   On-line trust   Marketing   Consumer protection   Regulation
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