Will the rash of recent viral videos have a lasting impact on airline regulation?

It didn’t take the latest string of viral videos to convince Cynthia O’Leary. There was no need to see the near-riot at Fort Lauderdale-Hollywood International Airport or the passengers brawling on a flight at Burbank Bob Hope Airport. Read more “Will the rash of recent viral videos have a lasting impact on airline regulation?”

Should I have overlooked this delay on delayed luggage?

If you travel, you know that delays happen — especially when it comes to checked luggage. Whether you’re cruising, flying or taking the train, a delayed bag is almost inevitable at some point.

So is a lost bag, but let’s not go there today.
Read more “Should I have overlooked this delay on delayed luggage?”

How long should I wait for this refund from American Airlines?

Every now and then people ask me about the three Ps of complaint resolution — patience, politeness and persistence — and which of those is the hardest.

The answer is easy: patience. But don’t take my word for it. Ask Jannette Thomas. After waiting weeks, she wants me to apply pressure to American Airlines to refund her ticket.
Read more “How long should I wait for this refund from American Airlines?”

With travel industry mistakes, it’s all about the recovery

All Ali Wallick wanted was the hotel room she had booked. Nothing more.

Read more “With travel industry mistakes, it’s all about the recovery”