Why bad passengers are good for you

When it comes to air travel, maybe good really is bad.

That’s not airline industry doublespeak. You know, as in: Surprise fees and sky-high fares, which passengers consider bad, are actually good for you because they’re good for an airline. I mean it literally. The increase in bad behavior by your fellow passengers is good. Read more “Why bad passengers are good for you”

War between Airbnb and hotels intensifies with new ad campaign

A new TV ad campaign threatens to open a troubling new chapter in the war between the hotel industry and sharing sites — one that tries to paint Airbnb as unfair and discriminatory to guests but could ultimately cast a long shadow across the entire lodging industry.
Read more “War between Airbnb and hotels intensifies with new ad campaign”

Not the friendliest “aloha” at the luggage carousel

Amy Johansson/Shutterstock
Amy Johansson/Shutterstock

Lisa Mikulchik had an unpleasant — and unusual — run-in with an airline crewmember, and she wants to know if the company did enough to address her concerns. Yet as I read her account, and the response, I’m baffled that something like this could happen.

The carrier? Hawaiian Airlines, a company with a well-deserved reputation for friendliness and customer service. And, by the way, an airline I’ve flown on and really like, even in normally cramped economy class.

I’ve always thought of Hawaiian as a class act. But Mikulchik would probably beg to differ. In late May, she flew from Oakland, Calif., to Kahului on the island of Maui. Her misadventure began when she picked up what she thought was her checked bag.
Read more “Not the friendliest “aloha” at the luggage carousel”