José Santos

Affiliated Professor of Practice in Global Management
The case describes the creation and evolution of Brazil’s first low-cost airline – GOL. From the outset GOL was driven by innovation and within a few years of operating had become the country’s leading airline. Although initially a low-cost carrier, over the years it became increasingly customer-centric, striving to improve the customer experience by removing the pain points of air travel.

Published 21 Jan 2021

Reference 6563

Topic Strategy

Industry Airlines/Aviation

Region South America

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