I asked Teresa Laraba, the airline's senior vice president for customers, to explain what customers should do if they're affected.

Southwest’s Laraba says booking glitch “neither the experience nor the impression we hope to leave with our customers”

At this hour, the likely culprit in this weekend’s Southwest Airlines fare-sale drama is a faulty database, which triggered an excess of 10,000 double-bookings. You’ve read the horror stories. I asked Teresa Laraba, the airline’s senior vice president for customers, to explain what went wrong and what customers should do if they’re affected.

Frequent flier program changes you can root for

If you’ve ever asked what the fuss over frequent-flier programs is about, then you know that the answer can be complicated.

Airlines love them because they’re worth billions of dollars in business. They also mean the world to many passengers, because at a time when airline amenities are evaporating faster than jet fuel spilled on a hot tarmac, perks such as upgrades and preferential treatment are just about the only things that make air travel tolerable.

So when two major airlines recently decided to upgrade their loyalty programs, they caught this skeptic’s attention.

Delta Air Lines has eliminated the expirations on its frequent-flier miles. And Southwest Airlines has completely revamped its legendary Rapid Rewards, adopting many of the features of competing incentive programs.

The response from customers offers fresh insights into the volatile relationship between air travelers and airlines, but it also presents us with new opportunities to fly smarter.

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Weekend survey: Do maintenance problems make you reluctant to fly?

Do Southwest Airlines’ recent maintenance problems, which led to widespread aircraft inspections, make you think twice about flying?

If you’ve been paying attention to some of the media coverage (and how can you not?) you might be forgiven for thinking the sky is falling. Or, at least, that planes are falling out of the sky.

Truth is, no one has died — yet.

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