US Airways — better customer service, stupider rules

Sometimes, even when everything goes wrong, everything goes right. At about 5:30 p.m. the other day, when my mobile phone rang. “Mr. Zollman? This is US Airways. Your flight out of Washington National to Philadelphia (at 8:10 p.m.) is delayed, and you may miss your...

Southwest: today’s frill airline

Okay, I confess, as a travel agent for over 25 years, I have not always been a Southwest fan. They can’t be ticketed like other airlines, their reservations usually require a phone call and they don’t interline. (Translation, they cannot check bags to...

These guys have the coolest job in the airline industry

With most of the Midwest and the entire Northeast of the United States experiencing winter weather alerts today, it only seems fitting to pay our respects to one of the daily unsung heroes of the air travel experience: the de-icers. The dreaded announcement, “We will...

Excuse me while I rant about these hotel shortcomings

I’m just back from a five-day road trip, and my inner curmudgeon is on a rant. Whether I’m staying at a cheap no-frills motel, a fancy-schmancy inn, or a five-star resort, what I seek in a room — beyond cleanliness and a good mattress — is...