When Arlene Morzinsky tried to check in for her recent JetBlue Airways flight to New Orleans, the airline told her that her business wasn’t welcome.
You can always cancel.
Those are the four most dangerous words a consumer can hear.
They’re often preceded by: “Don’t worry!”
Can we talk about the end? It’s that moment when you say, “That’s it. I’m taking my business elsewhere.” And you mean it.
There are still a few good companies left that care more about their customers than themselves.
When you think of stealing from a travel company, swiping a towel or bathrobe from a hotel probably comes to mind.
I never write about people like Rich Colwell. That’s because it looks as if he fixed his case all by himself. But he’s gone out of his way to tell me that’s wrong — and I’m happy to report that fact.
There she is, on the FedEx blog, so tantalizingly close.
We reached an important milestone this morning when one of our researchers quietly posted the executive contacts for Avis Budget.
Jacob Casper wants to know how I do it.
They take your money. And then they take you by surprise.
I hate to burst bubbles, especially during this holiday season — but companies lie.
The email from a vice president’s assistant, received late yesterday, looked desperate. Seems one of our researchers had done too
Jennifer Devereaux is no longer angry at JetBlue Airways for what happened to her 3-year-old daughter, Summer, on a flight
It’s almost impossible to turn on the TV news or click on your favorite news site without seeing another company apologizing to its customers. There’s Target, saying it’s sorry for the latest data breach. There’s OfficeMax, regretting a flier it sent.
As far as rejection letters go, the one I almost never use is unfailingly polite.
Last week, when I suggested that consumers should sometimes apologize to a company, a few of you thought I had completely lost it.
What’s your favorite car rental company? This week, I’m resuming my Elliott’s List feature by asking you to vote on
When Qatar Airways oversold Anto Nirmal’s recent flight from Trivandrum, India, to Doha, he volunteered to surrender his seat and take the next scheduled flight. In exchange, Qatar Airways offered him a voucher, which he could use for a future trip.
It’s not that I don’t believe the 30,000 members of the general public surveyed by Harris Interactive are telling the truth, when it comes to the most reputable companies. It isn’t even that I don’t think the winners deserve to be highly ranked.
Nick Jaber knows a thing or two about deceiving customers. Two years ago, he was convicted in a scheme to bilk New York apartment-seekers of fees for a nonexistent service. “I was too believable,” he says.
When you fire off a complaint letter to a company, the first answer you’ll get will probably be “no.”
Pretend, for a minute, that car rental companies are high school students. The average class grade on a recet test is 73 percent, which is a C- and, truth be told, just a point away from a D.