Refer to this article
Pazzanese, Christina. 2007. To get a train-delay refund, you must click the link. Boston Globe. Boston, Mass.: Oct 21.
The dollar volume involved is not great, but customers remain frustrated and angry. Analyze the reason for the customers? frustration. Refer to the background articles and any other sources (but not wikipedia ? too many inaccuracies). What might cause the problem? Most important: Why do you think so
Double space or single space with double-space between paragraphs. Use business writing: short paragraphs, active voice, and bullets
Do not use long quotes to make your point and do not include long summaries from the case or background sources. Focus on insights and analysis.