customer service

A few days ago, a friend on Facebook wrote how American Airlines broke the handle of her luggage.  Here’s what she said about it: This is my suitcase after my …

Depending on who you ask, the TSA doesn’t have a great reputation. Sure plenty of people say they’re doing a good job. But then you hear comments about “security theater” …

Everyone will tell you that traveling during the holiday season can be THE worst. You’ve got millions of people trying to “get home (or somewhere else) for the holidays,” on …

Sometimes luxury hotels will do all the right things and help to make your time away perfect. We’ve been able to have such experiences in several places, such as the …

Flight attendants have a tough, TOUGH job. Their most important reason for being there is to tell us what to do and to keep us safe in the event of …

Hello, MAJOR safety concern and PR nightmare! If you fly on a regular basis, you probably know that each commercial flight has a manifest, or a list, of its passengers …

No one likes pushy people, but no one likes it when status affects how someone treats others either. So when an entitled woman and a United 1K member have a …

Imagine being checked into your hotel for, I don’t know, say a business trip. You’re all unpacked and are in a meeting when you notice you have a voice mail …

We’ve written about complaint letters in the past: The complaining business class passenger who got what was coming to him The hotel owner who reamed a guest for their complaint …

When you hear stories about gate agents, let’s face it; they’re usually not good ones. They’re usually more along the lines of gate agents telling passengers their carry-on bag is …