That’s the funny thing about the travel industry. For a business that, with a few notable exceptions, thinks nothing of offending its customers most of the year, the short-lived transformation during the holidays is incredible. It’s as if someone turned back the clock and made common courtesy and customer service important again.
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In response to customer questions about the filing for bankruptcy protection by American Airlines, the airline has published this series of Frequent Asked Questions. Basically, from a customer’s point of view, nothing changes.
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Pisa expert says Big Ben leaning Big Ben, the clock tower in London, is going the way of the tower in Pisa — it’s leaning. So far it has been a civil engineering conundrum, but it could add to the tower’s tourism in the future. In about 4,000 years it will be leaning as much [...]
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Hello 2011 — Do insurance companies understand this is a whole new world and not everyone chooses to get married or legally can? Apparently not; at least in the case of Geico. This is really not a complaint about customer service. The company has tried its hardest and has been more than responsive in communicating [...]
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After Delta Air Lines’ dismal performance in the latest American Customer Satisfaction Index (ACSI), many readers have asked me if every flying experience on the nation’s second-largest airline will be predictably bad every time.
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When Jason Plott’s Western Caribbean cruise was delayed because of dense fog in Galveston, Tex., earlier this year, Carnival offered two possible resolutions before casting off: Either a full refund or an abridged cruise, which included an onboard credit and a discount off a future vacation. Plott didn’t like either choice.
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In this roundup, we see unique Christmas give from Spanair to their passengers, a safety video from Richard Simmons that should make you smile and a clip of John Travolta and Oliva Newton-John on the launch of the Qantas 380 service to LA.
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About half an hour into the redeye flight from Maui to Los Angeles last Wednesday, the cabin lights abruptly flashed on. But that didn’t wake me up. It was the captain’s announcement that jarred me to alertness. “We have a fire in the forward galley.”
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At the heart of the American Airlines/distribution system battles that are raging is the bottom line of saving money. AA wants to basically distribute for free and cut out all of the middle men. The other central issue is what American (AA) and other legacy airlines feel is the unjust relegation of their precious seats to the status of a commodity. Unfortunately, no matter what AA does, a legacy airline seat, is an airline seat, is an airline seat.
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The response to yesterday’s story about how a Southwest Airlines pilot held the plane for the grandfather of a murder victim has been overwhelming. Here’s an update.
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