A Greyhound bus, which originated in Minneapolis, left a group of passengers at a closed station in the middle of the night. The passengers huddled together outside the closed building. Singh opened his luggage and added layer upon layer of clothes in an effort to keep warm. This isn’t right.
There’s probably nothing a neutral mediator can say to improve the situation in the case of a customer-service meltdown. It is what it is: an unfortunate and complete breakdown. But as a student of failure, I’m here to tell you that these snafus can be a goldmine — a teachable moment.
A customer, with a tight connection, racing to visit his dying mother gets help from the staff at United Airlines. They actually hold his connecting flight so that he can make his connections.
If the Department of Justice (DOJ) and the Department of Transportation (DOT) decide to approve the merger of American Airlines and US airways, they should attach industry-wide consumer-focused conditions to the approval.
When I heard Thenardier, the pub owner in Les Miserables, sing Master of the House, I couldn’t help thinking that he was an airline executive skiing about fleecing his passengers. Shortly afterwards, a friend sent me a vintage video entitled, “If Airlines Worked Like Health Care.” They both evoke an all-too-real image of today’s airlines.
An information technology specialist for a government agency in Baltimore, Boal ran into trouble recently when she flew to her mother’s funeral in Chicago. Her fibromyalgia and severe arthritis made it difficult to board the aircraft. Delta Air Lines staff bent over backward to make the flight as comfortable as possible, she says.
She had rescheduled a flight from Washington to Los Angeles on Virgin America to avoid superstorm Sandy, which was about to slam into the East Coast. But she couldn’t order a wheelchair. “I had been on the phone on hold with Virgin America for well over an hour,” she remembers. Halfway to the airport, she decided to send Virgin America a tweet. It worked.
A Texas mother vented to a local watchdog journalist about what she considered bad service from Spirit Airlines. But, wait a minute — does anyone fly spirit airlines for service? If they do, they need their heads examined. People fly Spirit to save money. They fly Spirit because they are cheap.
Tasered by airport security — enough is enough. Shame on you! This Sunday we have more thought-provoking stories from the world of travel. TSA and airport security end up tasering a drunk at the airport. Is there any excuse for that kind of action? Southwest stays true to itself, even though pundits thought the Boeing [...]
This weekend we learn about how a broken guitar on United led to a new business venture for consumers. A new terminal topped out at Heathrow Airport. Finally, we look at the beating that airline stocks haven take this past year.