This isn’t the same US Airways you might remember from a few years ago. You know, the one that was in and out of bankruptcy, with chronic customer service complaints. At least it’s not supposed to be.
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Even though Continental Airlines is credited with coining the onerous “no waivers, no favors” rule, it is, oddly, among the better carriers when it comes to customer service.
OK, so Southwest doesn’t accept customer feedback by email. So what? There’s not much to write about, because Southwest is consistently among the least-complained about carriers in the United States.
Travelocity has come a long way in a short amount of time. Not so long ago, I was inundated by service complaints (some the result of communication issues between outsourced agents for whom English wasn’t a first language, but others the result of apparent negligence). After adopting a service guarantee recently, however, the agency has made a remarkable turnaround.
Expedia is not just one online agency. Its parent company, Expedia Inc., owns several other brands, including Hotels.com, Hotwire.com and TripAdvisor. It is difficult to generalize about the service that customers do (or do not) receive from Expedia.
Of the three major online agencies, Orbitz has a well-established reputation for making the most of the latest technologies. But until recently, it hardly applied those innovations where they were most needed: in the customer service department.
Carnival Corporation is the parent company of several cruise lines, including Carnival Cruise Lines, Holland America Line, Princess Cruises, Seabourn Cruise Line, Windstar Cruises, AIDA Cruises, Costa Cruises, Cunard Line, P&O Cruises, Ocean Village, Swan Hellenic and P&O Cruises Australia. Some have excellent reputations for customer service. Others, not-so-excellent.
Royal Caribbean Cruises operates the Royal Caribbean International and Celebrity Cruises. Although they are distinct brands, many of the customer service functions of these two companies are integrated. Basically, that means that whether you cruised on a Royal Caribbean ship or a Celebrity ship, the buck stops at the same place: in the corporate office of Royal Caribbean Cruises Ltd. in Miami.
Elliott is consumer advocate 
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