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…