Hey Bravofly, what happened to my United booking?

Kathleen Anderson books airline tickets through a site called Bravofly. Or so she thinks. When the flights are never confirmed, she goes looking for a refund — and we try to help. Read more “Hey Bravofly, what happened to my United booking?”

Now what? UPS threatens to return my shipment, won’t let me correct address

You can file this one under stupid rules, stupid companies — or maybe, stupid customers.

I got a troubling email from UPS yesterday. A package I’d sent through a third party couldn’t be delivered. The message said I had one day to give UPS directions or it would be returned to the sender.

I called the company immediately. And that’s when the fun started.
Read more “Now what? UPS threatens to return my shipment, won’t let me correct address”

Email of the week: “We’re currently investigating to ensure other customers do not have the same experience”

This slot is normally reserved for complaints, since that’s pretty much all I get on this site. But every now and then, a company will actually read a grievance and respond.

That’s what happened with FedEx last week.

On Tuesday, I wrote about the worst unsubscribe screen ever. It was actually a series of three screens that forced me to surrender all kinds of personal information before I could finally get off the FedEx mailing list.
Read more “Email of the week: “We’re currently investigating to ensure other customers do not have the same experience””

Who’s got the worst customer service in the travel industry?


Will the company with the worst customer service please stand up?

When it comes to the travel industry, I have the inside track on that answer, because I run a travel blog. Last week, I surveyed my readers. And they told me.

The winners? Airlines, hands down.

More than half the respondents — 58 percent — said air carriers have the worst service. Coming in second: car rental companies (37 percent). Cruise lines and hotels trailed the pack at 6 and 5 percent, respectively. More than 500 people took the survey.

Equally interesting was what they said about the service.
Read more “Who’s got the worst customer service in the travel industry?”

Bad customer service: Bluehost’s hairsplitting gives me the blues

I find it incredibly self-serving when a blogger leverages his platform for personal gain. So let me say this up-front: I’m not doing this to get anything, but rather to highlight a questionable customer-service practice.

One of my sites is hosted by Bluehost.com. Its rates are affordable, and its service is generally adequate. But during the last several months, I’ve experienced some “down” time. Bluehost offers “99.9% Network Uptime Guarantee.”

Today, after the site crashed during primetime, I decided to invoke the guarantee. Here’s the transcript of our online chat.
Read more “Bad customer service: Bluehost’s hairsplitting gives me the blues”