customer service

A hotel guest returned from work to find her belongings packed up and her room changed—without warning. The only notice she got was a voicemail from the front desk. The …

Following its latest earnings report, passengers and American Airlines employees say ongoing customer service issues, leadership problems, and operational failures are hurting the airline’s ability to compete with its rivals. …

When I wrote about the two conflicting words that lead to poor customer service, I had no idea it would touch such a nerve. The comment I received the most …

Sometimes you can do the right thing, and still come out losing because of an airline’s “rules.” And sometimes another airline will step in and make it all right after …

The travel industry is all about customer service. As a business, you provide a service to your customers. That may be transportation on an airplane, train, bus or car. It …

Complainers gonna complain. And if they can find a place to complain to (here’s how to get an actual person when you contact travel companies), complain they will. Sometimes their …

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 …