consumer advocate

Has “unusually high call volume” become “the dog ate my homework” of customer service?

Back in July, Deborah Berlin purchased one-way tickets to Barcelona on Finnair through the low-cost travel site justfly.com. Within an hour of making her purchase, she realized that she needed to change her travel dates, and knew she could cancel for free within 24 hours, per Department of Transportation rules. But when Berlin called justfly.com…

consumer advocate

How American Airlines’ codeshare fumble cost one passenger $18,000

Linda George always arrives at the airport early when she flies, because she has to check her electric scooter before passing through security. But when she arrived at the Indianapolis Airport for her British Airways flights to Chicago, London and Brussels, the American Airlines agent at check in had other plans for her. Expensive plans.…