The unbelievable but true story of Sandals honoring a 25-year-old voucher.

In 1991, Norman Gunn’s tropical and pricey getaway to a Sandals Caribbean resort went wrong.
Really wrong.

But the company made it right, offering a voucher for a future vacation. And then, over a quarter of a century later, Sandals made it really right. More right than anyone thought possible.

You won’t believe how. Read more “The unbelievable but true story of Sandals honoring a 25-year-old voucher.”

Southwest is still taking this passenger under its wing

Two years ago, Southwest abandoned a takeoff from Chicago to Columbus, Ohio, to remove Peggy Uhle from a flight. Read more “Southwest is still taking this passenger under its wing”

How Air New Zealand rekindled one passenger’s loyalty

Clark Fetridge thought his recent vacation to Australia and New Zealand would be a perfect opportunity to catch up on his in-flight e-book reading.

Little did he know he was about to lose his Kindle — but thanks to Air New Zealand, his reading caught up with him. Read more “How Air New Zealand rekindled one passenger’s loyalty”

Amazon does the right things when no one is looking

Is there anything you can’t get from Amazon?

Now that it even offers groceries in addition to all manner of merchandise and online media, you might expect a myriad of things to go wrong with the massive cogs and wheels of Amazon’s automated online market. Read more “Amazon does the right things when no one is looking”

A waterless laundromat irrigates its own customer service legend

Steve Gamlin’s go-to, neighborhood family-run laundromat in Salem, N.H., had a water supply catastrophe that closed them down. They were temporarily out of business — and hurting.
Read more “A waterless laundromat irrigates its own customer service legend”