by Janice Hough | Nov 10, 2015
United’s early morning departure from Orlando to San Francisco is one of the more gruesome flights in the U.S. Orlando International Airport is big, the security lines are long, and there are many infrequent fliers, especially families. The combination means...
by Janice Hough | Nov 16, 2012
The first lesson of this story is a simple one, that if it’s imperative to be somewhere at a given time, plan travel with some buffer time. A day, if possible, but certainly hours. The other lesson is less simple, because this business trip to London illustrates...
by Janice Hough | Jun 24, 2010
Could the pendulum finally be swinging back for airport customer service? Yesterday, I wrote about Delta Airlines actually increasing airport customer service agents. Now. American is making their move. American’s idea to make life easier for passengers?...
by Charlie Leocha | Nov 26, 2009
The airlines have a lot to be thankful about these days. Though airline executives are moaning, airline workers are groaning and passengers are more vocal than ever with their complaints, it could be worse. Here are 12 things that the airlines can be thankful for in...
by Janice Hough | Nov 25, 2009
With all the customer service “enhancements” the airlines like to trot out, one would think more customers would enjoy the travel experience. Unfortunately, it feels like many enhancements are either revenue enhancements — like fees — or simply...
