I'm a big fan of Southwest Airlines in general, because they always seem to be so far ahead of the other airlines in pleasing their customers.  When five of the six so-called major airlines announced they'd start charging for checking a second bag I grimaced.  One of the more painful elements for a while, however, was their boarding ...

Businessweek has an excellently written article about consumer vigilantes that lends validation to our warnings about the Care 2.0 world -- it's worth a quick read, if for no other reason then to laugh at the opening anecdotes.  The upshot is that more and more consumers are taking to Teh Intertubes to complain about incidents of crappy ...

Earlier this week Dan and I had a generally awful travel experience on a major airline.  One of those ''everything that can go wrong will'' type of affairs, where you know it from the moment the first delay is posted that this flight is doomed.  A 5:45 departure became 6:15, 6:40, then 7:00, before the slow boarding and general mayhem ...

I came across a great example of poor customer service that I just had to share here: an experience flying to the Grand Caymans with the low-budget Spirit Airlines.  It has it all: poor service from poor policies.  Clueless employees.  A terrible phone service (not even automated... no one available to take the call, and one ...

I had an interesting (if unfortunate) experience yesterday.  I called my bank because my credit card was charging me an annual fee.  I was pretty sure that I had signed up for one of those 0% interest rate promotion.  Admittedly, I remembered that I had missed a payment when I first signed up for the card and switched to automatic ...