Take your travel industry complaint to the top

Got a complaint about the travel industry? Take it to the top.

If you’re thinking of taking your travel complaint to the top, here’s a little good news: someone’s listening.

When I started advocating for consumers more than 20 years ago, executive email addresses often were dead ends. Managers would order an assistant to comb through their messages and forward the important ones — or they’d ignore them altogether. Now they are far more likely to read every message personally.