How “special” do your circumstances have to be for a refund?

No question about it, airlines have some of the most restrictive rules in American business. In the travel industry, nothing compares to the fine print in an airfare. Read more “How “special” do your circumstances have to be for a refund?”

You can do something about smaller seats and substandard service now

This week’s top story was Charlie Leocha’s takedown of airline seat “densification” and what it means to you.

His recommendation? If you want more generous seats, fly Southwest Airlines.
Read more “You can do something about smaller seats and substandard service now”

Let’s bring back a little compassion to travel

I don’t know how we lost it. But if there was one thing I could fix about the travel industry, it would be to bring back the compassion that once defined it.
Read more “Let’s bring back a little compassion to travel”

Nice work, US Airways! A story of compassion with a happy ending

I don’t think of this as a “good news” kind of blog. There are countless corporate sites that specialize in slick posts stripped of meaning, and this isn’t one of them. But sometimes, travel companies really do right by their customers, and when that happens, they deserve recognition.

Such was the case with Dani Djamal’s mother, who was trying to change her flights on US Airways.

She needed to change her departure date from August to October on her flight from Phoenix to Los Angeles as she had to accompany me in the hospital after an accident.

When the US Airways rep on the phone told me there was a change fee of $150, I asked her to waive it. I explained that I was admitted into a hospital in Flagstaff for two months and her presence was important for me.

Read more “Nice work, US Airways! A story of compassion with a happy ending”