On a bad travel day humans still rule, not technology

When airline delays strike, sometimes humans are more creative than automation While pilots and flight attendants are probably safe, at least until there are serious advancements in robotics, it’s a fact that airlines are trying to reduce human employees in the...

Five things airlines should never say to passengers

Airlines should never say these things to their passengers Leslie O’Flahavan looks more like an English teacher than an airline employee. Everything about her is no-nonsense, from her curly black hair, to her Nordstrom business-casual attire, to her carefully chosen...

DOT Air Travel Consumer Report — April 2018

The Department of Transportation (DOT) keeps track of the airline industry. Every month it releases a report the Air Travel Consumer Report about airline service. The statistics report covers subjects including on-time performance to oversales (denied boarding and...

Once consumer-friendly rules have turned anti-consumer

The Department of Transportation and the FAA have made rules over the years that were designed to help the struggling airline industry. Keeping the industry operating was a part of keeping our economy healthy. However, today, with dramatic consolidation in the...

Working in DC on the DOT rulemaking

Perhaps the most mysterious acronym in Washington is NPRM. It stands for Notice of Proposed Rulemaking. This is where the rubber meets the road in government. This is where the regulations are written to put laws into effect. It is through the rulemaking process that...