customer service

Every year, I rank the major US airlines based on our experiences with them over the past year. Of the major carriers, American has consistently been slipping downward, even falling …

Sometimes I wish I could buy a sign that said, “LEAVE YOUR SENSE OF ENTITLEMENT AT THE DOOR.” And I bet there are plenty – and I mean PLENTY – …

Sharon and I are by no means expert passengers for ride-sharing services like Uber and Lyft, but we’ve been on enough rides where we know what makes us appealing passengers. …

People always say that first impressions are important. For better or for worse, people make assumptions about you – both good and bad – based on that first impression. We’ve …

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 …

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 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 …