New on Elliott: What would you do, missing miles, is your contract bad for customers? — Sponsored by

By | April 26th, 2011

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Has a hotel ever canceled your reservation against your will? Have you ever received an email from a hotel telling you that your room has been canceled, even though you made no such request? What happened? Did they reinstate your reservation — or were you out of luck? Please send me a note and let me know what happened.

New feature! Today I’m debuting a new feature called “What would you do?” on CBS Interactive. It’s where you get to play customer-service manager, and vote on how you’d handle a difficult service problem. Here’s today’s case. Be sure to come back at 4 p.m. today, and I’ll tell you how it was resolved.

New posts

Is this enough compensation? My Rapid Rewards expired and I can’t get them back
Rachel Cabarcas’s timing isn’t the best. No, not because she has an expired miles problem she’s sharing with us today, but because if she’d waited a little longer, then this probably wouldn’t have been a problem.

Can this trip be saved? No miles for my flight — can you retrieve them for me?
Here’s a type of case that crosses my desk often, and to which I almost always say “no.” But should I?

Related story:   Elliott's E-Mail/January 7, 2009

Is Your Customer Contract Undermining Your Company’s Service?
A restrictive customer contract can harm your company’s customer service. Today’s contracts are flexible and fair. But is yours?

Where’s the outrage?
I have just one question in the wake of the Transportation Department’s so-called “historic” rulemaking on airline passenger rights.

Are new warning and tracking systems enough to make us forget about TSA agents’ misdeeds?
It’s been a “good news” kind of week for observers of our nation’s security apparatus. At least that’s how the government is spinning it.


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