Oops, wrong city! Stupid travel mistakes and how to avoid them

Pay attention.

If you do, you won’t end up like Allan Jordan, who showed up for a recent Virgin Atlantic Airways flight from New York to London, only to discover he’d overlooked a small but important detail. Read more “Oops, wrong city! Stupid travel mistakes and how to avoid them”

How, exactly, do you break the bad news to a customer when it really is their fault?

Eleanor Eigen’s Booking.com case is unfixable, but it raises a question readers often ask, and that’s difficult to answer: What do you tell someone who doesn’t have a case?
Read more “How, exactly, do you break the bad news to a customer when it really is their fault?”

Who knew dead people could be so profitable?

Ashlea McDonald’s grandfather is dead. Virgin America should be pleased about that; it’s going to earn an extra $1,000 in change fees and fare differentials.
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Is the customer always right? 5 times when the answer is “no”

The customer isn’t always right. Not literally, at least.

Otherwise we’d be able to walk out of any store with a product of our choosing, without paying.

When an employee stops you, just say: “I’m not paying. I’m the customer, and I’m always right.”

We know that what corporate America means when it says, “The customer is always right,” is a little more nuanced. It means a company will never knowingly disappoint you, and as much as possible, it wants you to have your way.

Too bad it doesn’t always end up that way.
Read more “Is the customer always right? 5 times when the answer is “no””