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Here is a great article that exposes the, not so warm and fuzzy side of regulations that were intended to make life better for passengers.

It depends on who you are asking as to whether the airlines that are adding anywhere from $10-30$ of “Peak Day” surcharges should be seen as a fare increase or just a surcharge.  For the airlines that will be doing this, it is clearly a surcharge.  For 73 days this… continue reading

Here is an awesome article about an obvious supportive customer of Southwest Airlines very publicly standing up for their quality of customer service.  When companies do service really well and operate very consistently with that good service, they benefit by having regular “Joe Passenger” off the street defend them… continue reading

In a world where cell phone users can report anything and everything you do directly to YouTube and then blast it out over the net via Twitter, having your flight attendants duke it out with passengers onboard is one way to grab some serious attention.  Apparently, the captain had everyone… continue reading

Dear Angry Pilots,

If you are highly frustrated with the actions of the government, fight with your voices and your votes. Violence or flying planes into buildings isn’t going to fix a damn thing.  As a matter of fact, violent actions will only end in more regulations for those innocent… continue reading

Here is a great article about what makes a Customer “Bad” for your business, and what companies can do about them.  Get rid of Bad Customers.

Welcome to the world of Social Media.  Bad service used to be  either rewarded with negative press, letters to the provider of poor service and/or the loss of the victims future business.  Enter 2010 and the age of Social Networking.  Whether it is United Airlines breaking a guy’s guitar, or… continue reading

The AP is reporting that American Airlines is bringing back commercial passenger service to Port au Prince.

A few years ago, delays on the tarmac hit the news in a major way.  JetBlue was in the middle of the firestorm for a plane at JFK that spent several hours during the 2007 Valentines day snowstorm going nowhere.  The consumer response to these service failures was fierce.  Call… continue reading