Five things your airline should never say

Leslie O’Flahavan looks more like an English teacher than an airline employee. Everything about her is no-nonsense, from her curly black hair, to her Nordstrom business-casual attire, to her carefully chosen words.

Maybe that’s because she spent nearly a decade as a high school educator. But she has moved on to a different kind of teaching: tutoring airlines on how to use the right words to respond to passenger comments and complaints. Read more “Five things your airline should never say”