Bob Burns, a.k.a. “Blogger Bob” doesn’t need any introduction. I’ve been following his work at the TSA for years, and refer to it frequently on this site and in my weekly TSA Watch column
INTERVIEW
One of the most common complaints I get from Amtrak customers is about their tickets. The National Railroad Passenger Corporation uses old-school paper tickets that have cash value. I asked Matt Hardison, Amtrak’s chief for sales distribution and customer service, about the ticket troubles, and how to solve them.
US Airways is kind of obsessed with its numbers. It’s a good kind of obsession — it regularly touts its improvements in on-time arrivals, misplaced baggage, oversales and other metrics reported every month to the Transportation Department. Why is the airline so fixated on these figures? I asked Robert Isom, US Airways’ executive vice president and chief operating officer.
Ginny Mahl is Travelocity’s vice president of sales and customer service — the woman behind the online travel agency’s vaunted “Travelocity Guarantee”. I asked Mahl about getting the best customer service from a travel Web site, and how her company is doing its part.
Sneharthi Roy is the senior vice president of operations for CheapOair, a Web site that sells discounted airline tickets and hotel rooms. I asked him about the low travel prices we’ve seen lately and some of the possible pitfalls of buying travel in a buyer’s market.
Elliott is consumer advocate 
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