I will apologize in advance for the detailed account that follows of an Orbitz service failure. It’s my preference to avoid long-drawn-out accounts of customer service stories – whether chronicling heroic triumphs or abysmal failures. Let’s face it: we all have plenty of experience with both. And while the details
An article titled Some Absurd Airline Rules in the August 18, 2016 Wall Street Journal caught my attention. What stood out to me was that each of the six rules highlighted in the article increased airlines’ ancillary revenues at the expense of overall customer satisfaction. North America’s airlines charged nearly
According to this article, all major U.S. carriers, aside from Continental and Southwest, have added a $10 surcharge to most of their fares for travel on three busy days around the Thanksgiving and New Year’s holidays: Nov. 29, the Sunday after Thanksgiving, as well as Jan. 2 and 3. Rick
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