2018 Elliott Readers' Choice Customer Service Award

The survey recognizes companies for attentive, compassionate service AT&T, Disney and Southwest Airlines have won top honors in the 2018 Elliott Readers’ Choice Customer Service Awards, an annual recognition of companies that offer outstanding customer...

Boeing’s battle against Bombardier punishes consumers

This Op-Ed was published in USAToday on September 22, 2017  (Editor’s note: Since this aircraft was approved, it has been merged with Airbus group of aircraft as the A220.) We all know that today’s airplanes are not designed to keep coach passengers happy. But,...

Has social media created passenger monsters?

Might entitled passenger monsters be creating problems on flights? These days we almost can’t go a week without seeing some sort of horror story about passengers treated badly by some airline or other. And to be fair, whatever the gentleman in question did or...

The anatomy of a denied boarding fiasco — UA 3411

There is more shame to go around…some not fully reported in the media. This was a denied boarding fiasco. Inquiring minds want to know why four members of the crew for another flight were trying to board a flight that was already full and otherwise ready to...