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.
Read more “Who knew dead people could be so profitable?”