Customer misinformation is a problem. Why?

The rule of customer misinformation: What companies don’t want you to know

Frontier Airlines thought Albert Cohen was clueless. But he wasn’t. When the airline canceled his recent round-trip flight from Cleveland to Phoenix, a representative told him his only option was to accept a flight voucher for $226. And by doing so, the airline illustrated one of the biggest unwritten rules about customer service: the rule of customer misinformation.

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Passengers brace for another summer of airline fees

Photo courtesy Frontier Airlines.
Photo courtesy Frontier Airlines.

It isn’t shaping up to be a good summer for air travelers who are trying to stick to a budget. And let’s be honest: Who isn’t watching their bottom line?

A few weeks before the traditional start of the busy travel season, United Airlines quietly raised its change fees on most discount fares from $150 to $200, rendering many of its tickets all but unchangeable.

American Airlines, Delta Air Lines and US Airways quickly followed.

Not to be outdone, Frontier Airlines announced that for tickets booked anywhere except on its Web site, it would raise its luggage charges and impose a fee of up to $100 for certain carry-on bags, the third U.S. carrier to do this. Most economy-class passengers will also have to pay $1.99 for coffee, tea, soda and juice.

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