Yesterday, I had the opportunity to visit one America’s largest travel agencies and spent time in their centralized customer support center. There, a team of ex-air traffic controllers were predicting delays and travel agents were re-booking passengers whose flights needed to be changed.
As I was leaving the operations center, after talking with the crew about how they made changes to non-refundable tickets and how they dealt with change fees, I asked the women working the computers and phones, “Which airline do you find the most difficult to deal with when making changes and which airline they found the easiest to work with?”
Drumroll please.
The answers were unanimous among the workers —
Most difficult airline to work with = US Airways
Easiest airline to deal with = American Airlines
Funny, how the travel agent experience matches many personal experiences I have heard of.
How do these results compare to your own?
Charlie Leocha is the President of Travelers United. He has been working in Washington, DC, for the past 14 years with Congress, the Department of Transportation, and industry stakeholders on travel issues. He was the first consumer representative to the Advisory Committee for Aviation Consumer Protections appointed by the Secretary of Transportation from 2012 through 2018.
