November 2009

Terry Capps finds a $28 a night room rate at a Westin hotel in Orlando. Turns out the hotel made a mistake, and that the real price is $289 a night. What now? Should the resort honor the original price or can it change the rate and force Capps to pay?


Liquid ban to remain till 2013, FAA Authorization bill to be delayed again, IATA questions excessive airport security


Airline food. No, that’s not the punchline to a joke.


Here are some of the results of Zagat’s 2009 Airline Survey covering 16 domestic and 73 international airlines, as well as 30 domestic airports. The survey incorporates the opinions of 5,895 frequent fliers and travel professionals.

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Here’s an odd one: On my recent US Airways flight into Washington National, I couldn’t hear the safety briefing. Why? Because a guy three rows behind me was talking loudly, non-stop, during the briefing. He was in a pilot’s uniform. A first officer. And he wouldn’t shut up.


This Thanksgiving, I’m declaring that the “pain in the butt” passenger is going out of style. I know there still are many of them out there, but the number of polite, grateful and helpful passengers around the world is growing by the minute. Some airlines and airport personnel are also seeing the benefits in joining this more positive movement. Evidently, kindness is contagious too.


Every so often it is nice to see what the industry side of the airline business is being taught. In terms of customer service, the Human Resiliency Institute at Fordham is one of the top trainers of airport personnel for airlines. It has incorporated four resiliency traits — adaptability, engagement, optimism and pro action — […]


With all the customer service “enhancements” the airlines like to trot out, one would think more customers would enjoy the travel experience.


US Airways completes its third move to lower costs for survival After swapping slots with Delta between La Guardia and Regan National and negotiating new agreements with credit card companies regarding use of frequent flier miles, US Airways has deferred delivery of new aircraft for three years. These moves will allow the airline to conserve […]


Remember last summer’s overnight tarmac stranding incident in Rochester, Minn.? The government does. This morning it issued what it called a “precedent-setting” series of fines against two airlines in connection with the lengthy ground delay.