American Express Business Travel Department

Darden Business Publishing Cases

ISSN: 2474-7890

Publication date: 20 January 2017


The business-travel department of American Express is facing rapid growth in demand but is plagued with overstaffing in some offices because of the broad distribution of client demand. Management's challenge is to reduce costs in local offices while maintaining a high level of service. One alternative under consideration is a centralized regional business-travel center to handle reservation functions for up to 20 other Amexco offices. This case gives students the opportunity to apply queuing theory to a practical situation. Normally, in order to facilitate the numerous calculations required, it is used with the UVA “QUEUE” program.



Whetsel, J., Davis, E. and Pommerening, W. (2017), "American Express Business Travel Department", Darden Business Publishing Cases.

Download as .RIS



University of Virginia Darden School Foundation

Copyright © 1985 by the University of Virginia Darden School Foundation, Charlottesville, VA. All rights reserved.

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.