Aeroflot Turnaround: From the Airline to Avoid to the Passengers' Darling in Five Years

Published 27 Jul 2015
Reference 6125
Topic Strategy
Region Global
Summary

This case examines the turnaround of Aeroflot, a former Soviet carrier, into one of Europe's leading airlines in customer service. It describes the period between 2009 and 2015, when a new CEO rescues the company from bankruptcy. Under his leadership, a new team of top managers successfully changes the culture of the organization to make it more consumer-focused.

Keywords
  • Turnaround
  • Leadership
  • Customer Care
  • Value Innovation
  • Q41415