It pays to fill out one of those comment cards. Here’s why.

It’s a good thing Jayne Holland didn’t skip the guest survey after a recent stay at the Four Seasons Hotel in Atlanta. When the property solicited her opinion through a comment card in her suite, she didn’t hold back. Read more “It pays to fill out one of those comment cards. Here’s why.”

We switched off the comments and you liked it. Well, most of you did.

We turned our hosted comments off yesterday.

Was I nervous about that? Oh, yes. And how.
Read more “We switched off the comments and you liked it. Well, most of you did.”

Please help us help you with a new mission

If you hear the theme to “Mission: Impossible” whenever you click on this site, you’re not alone. Sometimes I do, too.

I mean, look at some of these cases. Consumers are often out of options when they arrive here on the Ellis Island of consumer rights. They’re at the end of their proverbial rope, painted into a corner, stuck.
Read more “Please help us help you with a new mission”

Is anyone really listening to your TSA complaints?

Champion Studio/Shutterstock
Champion Studio/Shutterstock
With only a few weeks left to leave your comments about the TSA’s controversial passenger screening methods, here’s a question worth asking: Is anyone listening?

If you said, “not really,” then maybe you know Theresa Putkey, a consultant from Vancouver. She had a run-in with a TSA agent recently after trying to opt out of a full-body scan, and sent a complaint letter to the agency assigned to protect America’s transportation systems.

Here’s the form response from the TSA:
Read more “Is anyone really listening to your TSA complaints?”

So Southwest Airlines wants my feedback? Here you go …

It’s been months — years, actually — since an airline asked for my opinion about a flight. They probably know better. So when Southwest Airlines sent me an email asking for my feedback, I just couldn’t resist.

We were thrilled to have you on a recent Southwest Airlines flight. We would appreciate your feedback in order to make your next Southwest Experience even better.

Please click the link below to take a short survey. Thank you for your time and your business! LUV, Your Friends at Southwest Airlines.

I have an even better idea. Instead of filling out the survey, why not post something about my flight to my blog?

So let’s get the bad news out of the way first. My flight from Los Angeles to Orlando was delayed because of a problem with the plane’s landing gear. While we boarded, they announced the glitch and marched us off the plane.

Southwest also managed to lose one of my checked bags — the one with all of my kids’ car seats in them. How it managed to do that on a direct flight is beyond me.

But here’s the good news (and this is what makes Southwest such a terrific airline). The airline offered lots of updates to the delayed passengers and most importantly, it was honest. The promised 20-minute delay really ended up being only 20 minutes. We made up that time on the way to our first stop in Nashville, Tenn., and everyone made their planned connections.

And what happened when we discovered our missing bag? Well, I still can hardly believe it.

The Southwest agents in Orlando were apologetic and helped us process our claim. They were friendly. When’s the last time you dealt with a friendly airline employee? One of them even gave my one-year-old daughter a Mickey Mouse balloon while we waited.

(I know what you’re thinking — they knew who I was. Nope. The ticket was under Kari’s last name.)

The agents gave us a loaner car seat so we could get home. It was nicer than the one we had. They promised to deliver our bag by noon the next day. We had it by 10 a.m.

So to my friends at Southwest, let me say this: you can lose my luggage anytime. I hope you don’t, but if you do, I know you’ll care enough to deliver it to me ASAP.

And by the way, thanks for telling the truth about your delay and not keeping me on the plane.