airline reservations agents

Think airline travel doesn’t need humans? Think again

by Janice Hough on November 16, 2012

Sometimes the best laid plans of computers, especially when it comes to automated rebookings, don’t work out. A story that unscores the need for humans in the rebooking chain.

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When is a return flight not a return flight? A maddening airline conundrum

by Janice Hough on April 8, 2011

The real lesson and the point of this post, is that once again, the only absolute consistency we can expect from the airlines is inconsistency.

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