customer service

When you go to a hotel that has a concierge desk, it can really be a crapshoot. You can wind up with an awful concierge who is obviously getting paid …

The term “hacking” has traveled, to quote the Beatles, the long and winding road. “Hackers” have been around since the 1950s and 1960s, when MIT students used the word as …

At some point in our lives, we’ve all made some sort of mistake when it comes to travel. Joe once miscalculated when we would get to our ryokan in a …

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 …

To optimize our financial rewards, I apply for credit cards with large bonuses and higher-than-average spending requirements when we have significant expenses on the horizon. We can usually satisfy a …

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 …

When I need to reach an airline, hotel or rental car company for assistance, I’ll head to Twitter. In my experience, I’ve had wonderful interactions with customer service representatives who …

The International Association of Machinists and Aerospace Workers, the labor union that represents Southwest Airlines’ customer service agents, recently wrote in a note to its members that, “Southwest Airlines just …

Airlines get a bad rap, often deservedly so. According to USA Today, in 2018, two of the twenty most hated companies in America were airlines, with United coming in at …

Before the travel slowdown, I read a post in a Facebook travel group that made me think about what we expect an experience to be like when we travel. Paraphrasing …