American Airlines adopts consumer-friendly 24-hour refund policy

One of the biggest airline “gotchas” is no more. Read more “American Airlines adopts consumer-friendly 24-hour refund policy”

These airlines have the longest “hold” times

Airlines love to put their customers on “hold,” but some are worst than others. Just ask Robert Pearce, who recently tried to reach United Airlines to cancel a flight.
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If American Airlines can deceive this passenger, imagine what it can do to you

I’m not one to beat a dead horse, and after writing about American Airlines’ deceptive hold policy and following up with a convincing rebuttal to my critics, I could have sworn I saw that equine cadaver lying belly-up near a DFW cargo terminal.

But no.
Read more “If American Airlines can deceive this passenger, imagine what it can do to you”

Solving the credit card “hold” mystery

It’s like an episode of “Unsolved Mysteries” that plays itself endlessly for travelers.
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Would you care to hold that plane?

Maxim/Shutterstock
Maxim/Shutterstock
Holding a plane for a passenger is an iconic customer service gesture.

In a different era of commercial aviation, before on-time arrivals became so important that aircraft doors closed 15 minutes before departure, planes were almost routinely kept at the gate for passengers who were trying to make a connection or who were just late.

Which made the story of Kerry Drake, a grief-stricken United Airlines passenger who was trying to catch a flight from San Francisco to Lubbock, Tex., so that he could say goodbye to his dying mother, so remarkable — and heartwarming.
Read more “Would you care to hold that plane?”