Welcome to my biweekly newsletter. It’s the right way to start the weekend.
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What I’m reading. How do you write a better complaint letter? I have six secrets right here. Also, don’t miss the incredible story of the dead airline passenger who was offered a flight credit, and corporate America’s new secret to better customer service (or not).
6 Things Every Successful Complaint Letter Must Have
The worst complaint letter ever? Oh, that’s easy. It came from an elderly airline passenger whose in-flight entertainment system didn’t work on an overseas journey.
The Travel Troubleshooter: Dead passengers can’t use a flight credit
David Walters’ wife passes away before they can fly from Dallas to Midland, Texas. But when he asks his online travel agency for a refund, it refuses, saying the airline will only offer a credit. But dead passengers can’t use a flight credit — or can they?
Case dismissed: They charged me the wrong fare, and now they want more
Melinda McGowan had to cancel her European vacation late last year because of a medical emergency. When she tried to rebook her tickets through Lufthansa, an airline representative quoted her a fare differential of $388, which seemed like a lot at the time.
Ridiculous or not? The ATM sucked my money back
When Robert Hillestad tried to withdraw £200 from an automatic teller machine in London last April, he got a bait-and-switch. Almost literally.
Latest Business Tactic to Improve Service
Online retailer L.L. Bean switches on a mobile site today. Will an iPad-optimized Web presence improve customer service?
Companies that Put You “On Hold” the Longest
When it comes to leaving customers on “hold,” Continental Airlines is the worst, but many other airlines are not far behind.
3 Stupid Pitches Customers Fell For
It doesn’t take much to fool a customer. Consider three recent enforcement actions by the Federal Trade Commission. You can’t make this stuff up.
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