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”

I can’t believe Zappos.com did that!

You probably already know about Zappos’ legendary customer service. If you don’t, catch this recent Good News Guy column and my follow-up interview with Zappos Customer Service Director Rob Siefker. Read more “I can’t believe Zappos.com did that!”

What to do when the feathers fly out of your Nest

If you’re a futurist, optimist or just a gadget lover like me, then maybe you sprang for a Nest thermostat in 2011. Read more “What to do when the feathers fly out of your Nest”