Journal of Air Transport Management 15 (2009) 299–307 Contents lists available at ScienceDirect Journal of Air Transport Management journal homepage: ate/jairtraman Opaque Web practices among low-cost carriers Ann M. Torres a,*, Chris Barry b, Maire´ad Hogan b a . Cairnes School of Business and Economics, National University of Ireland Galway b Business Information Systems, . Cairnes School of Business and Economics, National University of Ireland Galway, Ireland abstract Keywords: The low-cost airlines’ adoption of Web technologies to facilitate direct sales has accelerated their market Low-cost carriers ration. However, some low-cost carriers are increasingly using Websites to create distance between Usability themselves and their consumers in specific areas of their operations, while simultaneously developing Information systems excellence in sales pletion via self-service. The ‘opaque’ practices many low-cost carriers On-line trust employ appear to be intentional design features and are contrary to the ethos of designing a ‘good Marketing Consumer protection system’ to facilitate the full spectrum of customer service. As a result, the low-cost sector e under Regulation increased scrutiny for engaging in unfair practices and violating consumer protection law. Ó 2009 Elsevier Ltd. All rights reserved. 1. Introduction a post-deregulation industry
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