A challenging time proved to be fertile ground for experimentation that continues to pay off.
Category: Customer Relations
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Tripped Up: Resolving a United Dispute Over Refundable Tickets
A couple had to cancel a South America trip for which they’d bought refundable tickets. The airline wouldn’t cough up the cash, and they felt like they’d hit the brick wall of bureaucracy — until our columnist stepped in.
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Help! I Reserved a Rental Car, but There Was No Car for Me.
The New York Times – Travel:A reader’s reservation got her nowhere with Alamo (and Avis didn’t pull through either), raising the question of why rental companies have such a bad record of delivering the cars they promise.
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As Tax Season Starts, a Beleaguered I.R.S. Looks to Bolster Customer Service
The New York Times – Business:The Biden administration is focusing on making the agency more responsive amid concerns that a funding increase will result in more audits.
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Bob Jordan, Southwest Airlines’ CEO, on What Went Wrong
The New York Times – Travel:Southwest Airlines’ chief executive, Bob Jordan, said frigid temperatures and mistakes by the company caused its meltdown around Christmas.
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Bob Jordan, Southwest Airlines’ CEO, on What Went Wrong
The New York Times – Travel:Southwest Airlines’ chief executive, Bob Jordan, said frigid temperatures and mistakes by the company caused its meltdown around Christmas.
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Help! A Check-in Agent’s Mistake Made Me Miss an Antarctic Cruise and I’m Out $17,000.
The New York Times – Travel:An American Airlines error kept a traveler from getting to her cruise’s departure, but the carrier wouldn’t take financial responsibility and her trip insurance refused to pay. Then our columnist stepped in.
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With Only Dozens of Cancellations on Friday, Southwest Steps Closer to Normal
The New York Times – Business:Barring last-minute problems, the airline was poised to return to its usual schedule, but challenges remain.
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Why Did Southwest Cancel Thousands Of Flights? Here’s What Happened.
The New York Times – Travel:While carriers like Delta, American Airlines and United bounced back after severe winter weather wreaked havoc on holiday travel, the low-cost carrier canceled thousands of flights. Here’s why.
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Airline Meltdowns in Recent History
The New York Times – Business:Flight delays and cancellations over the holiday weekend have left thousands of passengers stranded. Here’s a look at a few other notable episodes like it in recent memory.
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Southwest and Other Airlines Cancel Thousands of Flights Across the US
The New York Times – Travel:The company canceled more than 60 percent of its flights on Tuesday and Wednesday, leaving many travelers stranded.