It’s the little things that matter.
SERVICE
Norm Schoenfeld is no stranger to bad service, particularly bad airline service. As a retired CEO, he’s flown millions of miles, encountering the occasional missed connection, delay, and lost luggage.
Someone apparently forgot to tell Virgin America about that whole deregulation thing.
Did Chris Hill’s mother and aunt have a bad flight on Virgin Atlantic? Without a doubt. The flight attendants were rude and the service was terrible, by their account.
The heart of the government’s new rulemaking on air travel is a requirement that would set minimum customer service standards for air carriers. The government has never attempted anything this ambitious, and it is bound to be flooded with emails from airline employees and apologists demanding that it back down.
This is not about war. Or politics. It’s about the personal sacrifice soldiers are making.
After reading Robin Preston’s letter to American Airlines this weekend, I realized there was only one reasonable explanation for what happened: They’ve discovered time travel in Fort Worth. Preston, a frequent flier on her way from Miami to Dallas in economy class, had such a positive experience — that’s right, positive — that she not only wrote a letter praising her flight attendant, but she also copied me on it.
Elliott is consumer advocate 
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