customization

Sue Marcus was looking for a flight from Washington to Tulsa. Instead, she found trouble. Airlines are fighting with their distribution system, hiding fee data and it doesn’t bode well for passengers.

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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.

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