If you think customer service is a joke, you’ve probably been traveling recently. I have. I lost my credit card last week while I was on the road. My bank, which promised me a replacement Visa by the next business day, sent an emergency card to the wrong...
It’s not your imagination. Customer service is improving. Janet Heller noticed it when she broke her arm and could no longer drive. She needed a prescription filled and was worried she couldn’t make it to Walgreens. That’s when she discovered that...
The entire travel industry has staffing issues — even travel agent shortages as you plan your travels. As travel returns, it’s been a rough staffing year for the travel industry. Are we approaching a travel agent (or advisor) shortage? We all read stories about...
Tipping is dead. At least tipping as you and I understand it. A mandatory 20 percent gratuity on every restaurant meal? Obligatory tips for housekeepers, concierges and tour guides? Kiss them goodbye. And if you want to know why, just ask Gerri Hether. Like many...
Are airline customer service commitments worthless? Every airline has a customer service commitment. The Department of Transportation (DOT) requires it. But, DOT refrained from making these customer service commitments a part of the contract of carriage. In other...
Near monopolies make airlines anathema to good customer service. A story in the April 15, 2017, issue of The Atlantic started with these paragraphs. It dealt with customer service. That’s more than five years ago. A security guard stops a customer as she tries...
These accomplishments have been achieved by working closely with our members, national media, the travel industry, the Department of Transportation (DOT), Congress and many other agencies.
– Removal of restaurant fees from DC area eateries — this is an ongoing project
– Creation of DOT Dashboard to outline consumer rights after cancellation of a flight
– Bi-partisan bill to eliminate hotel resort fees introduced into House of Representatives
– Creation of the Advisory Committee for Aviation Consumer Protections
– Advertised airfares now include airfare plus, mandatory taxes and fees
– Lost/damaged/delayed luggage compensation limit increased to $3,800
– Passengers have 24 hours to change or cancel their nonrefundable tickets without penalty
– Once an airfare is purchased, that airfare and ancillary fees cannot be increased
– Families flying together act passed by Congress that requires family members 13 years of age and younger to sit with other family members at no additional cost.
